Customer Support & Dispatch Coordinator

Citadel Access Solutions; Anaheim (CA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

On-site role

Job summary

Citadel Access Solutions is seeking a Customer Service Representative to manage inbound/outbound calls, schedule service appointments, and act as the communication link between customers and field technicians.

Responsibilities include dispatching service calls with ServiceTitan, updating records, and coordinating with technicians to ensure timely completion while maintaining detailed notes and documentation.

Qualifications

• 1–3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry.
• Strong phone etiquette and customer communication skills.
• Ability to multitask in a fast-paced, high-call-volume environment.
• Proficiency with computers, CRM systems, and scheduling software.
• Strong organizational and time-management skills.
• High school diploma or equivalent.

Responsibilities

• Answer inbound customer calls promptly and professionally.
• Schedule, reschedule, and dispatch service calls using ServiceTitan.
• Accurately enter and update customer, job, and equipment information in ServiceTitan.
• Coordinate with technicians and dispatch to ensure timely job completion.
• Monitor technician schedules, job statuses, and appointment windows.
• Communicate service updates, delays, and resolutions to customers.
• Create and manage work orders, service tickets, and follow-up tasks.
• Process customer inquiries related to service, billing, and warranties.
• Escalate urgent service issues or customer concerns as needed.
• Maintain detailed call notes and documentation within ServiceTitan.
• Support service operations by ensuring jobs are properly closed and documented.

Skills

Customer service

Dispatcher experience

CRM systems

Multitasking

Phone etiquette

Time management

Education

High school diploma

Tools

ServiceTitan

Job description

Citadel Access Solutions is seeking a Customer Service Representative to manage inbound/outbound calls, schedule service appointments, and act as the communication link between customers and field technicians.

Responsibilities include dispatching service calls with ServiceTitan, updating records, and coordinating with technicians to ensure timely completion while maintaining detailed notes and documentation.