Customer Service Representative/Dispatcher

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 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
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 incustomer 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.