Customer Service Representative

Sila Heating & Air Conditioning; Frederick (MD); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and paid holidays

Company-paid life and disability

Paid training and professional develop

Job summary

TriState Home Services in Frederick, MD seeks a friendly, organized Customer Service Representative to manage a busy phone and schedule service appointments. You will gather customer information, understand needs, and coordinate with dispatchers and technicians to ensure high-quality service.

The role requires strong listening, problem-solving, and written communication skills, with a focus on customer satisfaction and teamwork. Training and growth opportunities are provided.

Qualifications

• 1+ years of customer service, call center, or home services experience preferred.
• Excellent phone presence and communication skills.
• Strong organization and attention to detail.
• Ability to multitask and prioritize in a busy environment.
• Comfortable handling upset or frustrated customers.
• Basic computer proficiency and ability to learn new software quickly.
• Strong written communication skills.
• Dependable, positive, and team-oriented.
• HVAC, plumbing, electrical, or Service Titan experience is a plus.

Responsibilities

• Answer incoming calls and provide a professional, friendly customer experience
• Schedule service appointments and gather accurate customer information
• Listen to customer concerns and ask the right questions to understand their needs
• Handle multiple calls, tasks, and priorities in a fast-paced environment
• Follow up with customers as needed
• Identify opportunities for additional services and maintenance plans
• Enter and maintain accurate customer information in company systems
• Communicate with dispatchers, technicians, and other team members
• Handle customer concerns calmly and professionally
• Assist with administrative tasks and special projects as needed

Skills

Customer service

Phone presence

Organization

Multitasking

Handling upset customers

Computer proficiency

Written communication

Team oriented

Service Titan experience

Tools

Service Titan

Job description

Tristate Home Services || Frederick, MD

TriState Home Services — Frederick, MD

At TriState Home Services, we give skilled professionals the opportunity to focus on what they do best—taking care of customers and delivering quality work.

You’ll have steady demand, strong support from dispatch and operations, and opportunities to continue building your skills and career. We’re looking for dependable, customer-focused people who want to be part of a team that values professionalism and accountability.

Job Description

We are looking for a friendly, organized Customer Service Representative who can handle a busy phone, solve problems, and make sure every customer feels taken care of.

Job Duties

• Answer incoming calls and provide a professional, friendly customer experience
• Schedule service appointments and gather accurate customer information
• Listen to customer concerns and ask the right questions to understand their needs
• Handle multiple calls, tasks, and priorities in a fast-paced environment
• Follow up with customers as needed
• Identify opportunities for additional services and maintenance plans
• Enter and maintain accurate customer information in company systems
• Communicate with dispatchers, technicians, and other team members
• Handle customer concerns calmly and professionally
• Assist with administrative tasks and special projects as needed

Skills & Experience

• 1+ years of customer service, call center, or home services experience preferred
• Excellent phone presence and communication skills
• Strong organization and attention to detail
• Ability to multitask and prioritize in a busy environment
• Comfortable handling upset or frustrated customers
• Basic computer proficiency and ability to learn new software quickly
• Strong written communication skills
• Dependable, positive, and team-oriented
• HVAC, plumbing, electrical, or Service Titan experience is a plus

What Success Looks Like

• Shows up ready to work and follows through on commitments
• Takes pride in quality work and attention to detail
• Communicates clearly with customers and teammates
• Works safely and follows established processes
• Takes ownership, solves problems, and is willing to keep learning

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• Company-paid life and disability insurance
• Paid training and professional development
• Opportunities for career growth and advancement

$22 - $24 an hour