Service Scheduler & Customer Support Specialist

Citadel Access Solutions; Phoenix (AZ); On-site; USD 42,000 - 52,000; Full time

Job summary

Citadel Access Solutions is seeking a Customer Service Representative to deliver exceptional support by handling inbound and outbound calls, scheduling service appointments, and acting as a key link between customers and field technicians. This on-site role requires strong multitasking and organizational skills in a fast-paced environment.

The ideal candidate will have 1–3 years of CSR or dispatch experience, proficiency with CRM systems and scheduling software, and a high school diploma or

Qualifications

• 1-3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry.
• 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.

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

Dispatching

CRM systems

Scheduling software

Time management

Multitasking

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Citadel Access Solutions is seeking a Customer Service Representative to deliver exceptional support by handling inbound and outbound calls, scheduling service appointments, and acting as a key link between customers and field technicians. This on-site role requires strong multitasking and organizational skills in a fast-paced environment.

The ideal candidate will have 1–3 years of CSR or dispatch experience, proficiency with CRM systems and scheduling software, and a high school diploma or