Call Booking & Customer Lookup

Purpose

How office staff use ServiceTitan to look up customers and book service calls efficiently and accurately.

Every inbound call that may result in a booking, and when looking up customer records for any reason.

Search by phone number first — fastest and most reliable match.

If no match, search by last name and address.

If the customer exists: verify and update their info (phone, email, address).

If new: create a new customer record with all required fields.

Review the customer's history — prior jobs, open estimates, membership status, notes.

From the customer record, create a new job.

Select the correct job type (Demand/Service, Maintenance, Estimate, Install).

Enter the job description — be detailed. Include what the customer told you and any relevant history.

Add notes: access info, pets, gate codes, preferred time, special instructions.

Select an available time slot on the dispatch board.

Assign to the appropriate zone/area.

Confirm the booking with the customer — read back date, time window, and address.

Attach campaign/source tags (Google, referral, Angi, etc.).

Use keyboard shortcuts in ServiceTitan to speed up data entry.
If you're on a call and the customer is giving detailed info, type it directly into the job description — don't write it on paper first.
Keep commonly used job type templates handy for quick selection.

Accuracy matters. Wrong address = wasted trip. Wrong phone = lost customer.
Every contact goes into ServiceTitan, even if it doesn't result in a booking (log it as an inquiry).
Customer notes persist across calls — add useful info for future interactions.