What are the responsibilities and job description for the Customer Service Representative position at Citadel Access Solutions?
The Customer Service Representative (CSR) is responsible for delivering exceptional customer support by managing inbound and outbound calls, scheduling service appointments, and serving as a key communication link between customers and field technicians.
Key ResponsibilitiesAnswer 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
1–3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry
Strong phone etiquette and customer communication skills
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
High school diploma or equivalent
Experience in commercial or residential service industries (doors, gates, HVAC, electrical, plumbing, or similar trades)
Hands-on experience using ServiceTitan
Familiarity with dispatching, route optimization, and technician scheduling
Experience handling service agreements, maintenance plans, or follow-up calls
Bilingual (English/Spanish) a plus
This is an on-site role based at the company’s office location
Frequent phone and computer use throughout the workday
Collaboration with service managers, dispatchers, and field technicians
Fast-paced service environment requiring multitasking and attention to detail
We are an Equal Opportunity Employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Salary : $24 - $28