Customer Service Representative/Dispatcher

Customer Service Representative/Dispatcher Sila Services - 3.8 Beltsville, MD Job Details Full-time $48,000 - $60,000 a year 1 hour ago Benefits Paid training Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Opportunities for advancement Qualifications Phone communication Staff scheduling Mid-level Dispatching Decision making Data entry Appointment scheduling Communication skills Client interaction via phone calls Full Job Description Customer Service Representative / Dispatcher Sila Heating, Air Conditioning, Plumbing & Electrical Beltsville, MD (In-Office) Be the Voice of the Customer. Control the Day. 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. What You'll Be Doing Answer incoming calls and c onvert 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 What Success Looks Like High booking rate on inbound calls Efficient routing that minimizes drive time and maximizes completed jobs Minimal gaps in the schedule Clear, proactive communication with both customers and technicians Ability to stay calm and in control—even when things change quickly What We're Looking For 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 (ServiceTitan preferred) Ability to make quick decisions and adjust in real time What We Offer Competitive hourly pay + performance incentives Medical, dental, and vision insurance 401(k) with company match Paid time off Ongoing training and development A stable, growing company with real advancement opportunities Apply today to learn more. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.