Customer Service Representative/Dispatcher

Sila Services•Beltsville, MD

1d•Onsite

About The Position

This isn’t just a call center role—and it’s not just dispatch. You’ll be the first point of contact for our customers and the person keeping our technicians moving efficiently throughout the day. If you can think fast, stay organized under pressure, and communicate clearly, this is a role where you can make a real impact. At Sila, our CSR/Dispatch team plays a direct role in driving revenue, maximizing efficiency, and delivering a great customer experience.

Requirements

Experience in customer service, dispatch, or call center environments
Comfortable working in a fast-paced, high-volume setting
Strong multitasking and problem-solving ability
Clear and confident communication skills
Highly organized with strong attention to detail
Experience working with scheduling/dispatch software
Ability to make quick decisions and adjust in real time

Nice To Haves

ServiceTitan preferred

Responsibilities

Answer incoming calls and convert them into booked service appointments
Dispatch technicians based on priority, geography, and skill set
Monitor and manage the schedule throughout the day to maximize efficiency and revenue
Communicate with technicians in the field to adjust routes, timing, and job details
Make outbound calls to confirm appointments and fill open time slots
Keep customers informed on technician arrival times and delays
Accurately enter and update job and customer information in ServiceTitan
Work closely with operations to ensure jobs are completed smoothly from start to finish