Customer Service Representative

Sila Services; Beltsville (MD); On-site; USD 57,308,000 - 65,904,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid Time Off and paid holidays

401(k) with company match

Ongoing training and career growth

Job summary

Sila Heating, Cooling & Plumbing in Beltsville, MD is seeking a Customer Service Representative to join our home services team. You will deliver excellent service on every interaction and help customers plan HVAC, plumbing, and electrical service with clarity and care.

In this role you will handle inbound calls, schedule appointments using ServiceTitan, manage records, and communicate professionally with customers, technicians, and office staff, ensuring a seamless experience from the initial

Qualifications

• Experience as a CSR in residential home services (HVAC/plumbing/electrical).
• Excellent verbal and written communication.
• Ability to multitask in a fast-paced environment.
• Dependable attendance and punctuality.
• Sales-minded with ability to identify opportunities for memberships and maintenance agreements.

Responsibilities

• Answer inbound customer calls for residential HVAC, plumbing, and electrical services.
• Schedule service appointments using ServiceTitan.
• Provide exceptional customer service while resolving questions and concerns.
• Communicate clearly with customers, technicians, and office staff.
• Maintain accurate customer records and detailed notes.
• Prioritize emergency calls and schedule technicians efficiently.
• Promote maintenance memberships and additional services when appropriate.
• Support the team by ensuring a strong customer experience from first call to completed job.

Skills

Customer service

Communication

Multitasking

Team player

Problem solving

Tools

ServiceTitan

Job description

Customer Service Representative (CSR)

Sila Heating, Cooling & Plumbing — Beltsville, MD

The best people do their best work when the operation behind them is strong.

At Sila Heating, Cooling & Plumbing, our teams are backed by experienced leadership, organized support, and steady customer demand. If you’re looking for a company where expectations are clear, good work is recognized, and you have the resources to succeed, we’d like to talk to you.

What You'll Do

• Answer inbound customer calls for residential HVAC, plumbing, and electrical services
• Schedule service appointments using ServiceTitan
• Provide exceptional customer service while resolving customer questions and concerns
• Communicate clearly and professionally with customers, technicians, and office staff
• Maintain accurate customer records and detailed job notes
• Prioritize emergency calls and schedule technicians efficiently
• Promote maintenance memberships and additional services when appropriate
• Support the team by helping create an outstanding customer experience from the first call to the completed job

What We're Looking For

• Previous experience as a Customer Service Representative in a residential HVAC, plumbing, electrical, or home services company
• Working knowledge of residential HVAC, plumbing, and electrical terminology
• Experience using ServiceTitan for scheduling, call booking, and customer management
• Excellent verbal and written communication skills
• Strong customer service and problem-solving abilities
• Ability to multitask and stay organized in a fast-paced environment
• Ability to remain calm, professional, and empathetic while handling customer concerns
• Positive attitude and team-first mentality
• Strong sense of accountability and ownership
• Dependable attendance and punctuality
• Sales-minded approach with the ability to identify opportunities for memberships, maintenance agreements, and additional services

What You'll Get

• Full-time, year-round position
• Medical, dental, and vision benefits
• Paid Time Off and paid holidays
• 401(k) with company match
• Ongoing training and career growth opportunities
• Supportive team environment with opportunities to advance

Why Sila Heating, Cooling & Plumbing?

We're more than just a home services company—we're a team that believes in taking care of our customers and each other. If you're dependable, customer-focused, and enjoy being part of a company that values teamwork, accountability, and exceptional service, we'd love to hear from you.

$20 - $23 an hour