Dispatcher

Citadel Access Solutions; Palm Desert (CA); On-site; USD 42,000 - 66,000; Full time

Job summary

Citadel Access Solutions is seeking a highly organized Dispatcher to coordinate daily service operations, optimize technician schedules, and ensure exceptional customer service. You will assign service calls, communicate with technicians and customers, and monitor progress to maximize efficiency.

Experience with ServiceTitan is strongly preferred; 2+ years dispatching in a service-based industry; strong communication, problem-solving, and MS Office skills are essential.

Qualifications

• 2+ years of dispatching or scheduling experience in a service-based industry.
• Experience using ServiceTitan preferred.
• HVAC, plumbing, electrical, garage door, gate, access control, or commercial service industry experience is highly desirable.
• Excellent organizational and multitasking skills.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficient with Microsoft Office (Outlook, Excel, Word).
• Strong problem-solving and customer service skills.

Responsibilities

• Schedule and dispatch technicians for service, maintenance, and emergency calls.
• Prioritize work orders based on urgency, technician availability, customer needs, and geographic location.
• Monitor technician schedules throughout the day and make adjustments as needed.
• Maintain continuous communication with field technicians regarding job status, delays, and schedule updates.
• Provide customers with appointment confirmations, arrival windows, and service updates.
• Enter, update, and manage work orders accurately within ServiceTitan.
• Coordinate return visits, parts availability, and follow-up appointments.
• Track technician productivity, travel time, and job completion.
• Escalate customer concerns and service issues to management when necessary.
• Support daily operational goals by maximizing technician utilization and minimizing downtime.
• Maintain accurate records of dispatch activity and customer communications.

Skills

Organizational skills

Multitasking

Communication skills

Problem solving

Customer service

Microsoft Office

Adaptability

Tools

ServiceTitan

Job description

We are seeking a highly organized and customer-focused Dispatcher to coordinate daily service operations, optimize technician schedules, and ensure exceptional customer service. The Dispatcher is responsible for assigning service calls, communicating with technicians and customers, monitoring job progress, and maximizing technician efficiency while meeting company service goals.

Experience with ServiceTitan is strongly preferred.

Key Responsibilities

• Schedule and dispatch technicians for service, maintenance, and emergency calls.
• Prioritize work orders based on urgency, technician availability, customer needs, and geographic location.
• Monitor technician schedules throughout the day and make adjustments as needed.
• Maintain continuous communication with field technicians regarding job status, delays, and schedule updates.
• Provide customers with appointment confirmations, arrival windows, and service updates.
• Enter, update, and manage work orders accurately within ServiceTitan.
• Coordinate return visits, parts availability, and follow-up appointments.
• Track technician productivity, travel time, and job completion.
• Escalate customer concerns and service issues to management when necessary.
• Support daily operational goals by maximizing technician utilization and minimizing downtime.
• Maintain accurate records of dispatch activity and customer communications.

Qualifications

• 2+ years of dispatching or scheduling experience in a service-based industry.
• Experience using ServiceTitan preferred.
• HVAC, plumbing, electrical, garage door, gate, access control, or commercial service industry experience is highly desirable.
• Excellent organizational and multitasking skills.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficient with Microsoft Office (Outlook, Excel, Word).
• Strong problem-solving and customer service skills.

Preferred Experience

• GPS routing and scheduling.
• Coordinating multiple technicians across large service territories.
• Knowledge of preventative maintenance scheduling.
• Experience working with service agreements and recurring maintenance customers.