What are the responsibilities and job description for the Customer Service Representative/Dispatcher position at Sila Services?
Sila Heating, Air Conditioning, Plumbing & Electrical
Beltsville, MD (In-Office)
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
- 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
- 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
- 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
\uD83D\uDC49 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.