Customer Service Representative

Sila Services; Portland (CT); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Life and disability insurance

Paid training and professional dev.

Career growth opportunities

Job summary

Sila Services is seeking a friendly, organized Customer Service Representative who enjoys helping people and thrives in a fast-paced environment. You’ll be one of the first points of contact for our customers, helping schedule service, answer questions, and ensure every interaction leaves a positive impression.

The role emphasizes empathy, proactive problem-solving, and attention to detail. You’ll manage calls, gather accurate information, coordinate with dispatchers and technicians, and look

Qualifications

• 1+ years of customer service, call center, or home services experience preferred.
• Home services experience is a strong plus.
• ServiceTitan experience preferred.
• Tech-savvy and able to learn new systems quickly.
• Excellent phone presence and strong verbal and written communication.

Responsibilities

• Answer incoming calls and provide a friendly, professional customer experience.
• Schedule service appointments and gather accurate customer information.
• Listen to customer concerns, ask thoughtful questions, and identify needs.
• Manage multiple calls, tasks, and priorities in a fast-paced environment.
• Follow up with customers to ensure needs are addressed.
• Identify opportunities for additional services and maintenance plans.
• Enter and maintain accurate customer information in company systems.
• Communicate effectively with dispatchers, technicians, and team members.
• Handle customer concerns calmly and with empathy.
• Assist with administrative tasks and special projects as needed.
• Focus on booking rates and delivering a positive customer experience.

Skills

Customer service

Empathy

Verbal communication

Written communication

Multitasking

Tech-savvy

Organizational skills

Ownership

Coachable

Tools

ServiceTitan

Job description

Customer Service Representative

We’re looking for a friendly, organized, and proactive Customer Service Representative who enjoys helping people and thrives in a fast-paced environment. In this role, you’ll be one of the first points of contact for our customers, helping schedule service, answer questions, and ensure every interaction leaves a positive impression.

The ideal candidate has a strong customer service mindset, communicates with empathy and patience, and takes ownership of finding solutions. Home services experience is a plus, but we’re also open to coachable individuals from other industries who are eager to learn, develop new skills, and grow with the company.

Compensation & Benefits

• Competitive Compensation: $25–$28 per hour

• 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

What You’ll Do

• Answer incoming calls and provide a friendly, professional customer experience

• Schedule service appointments and gather accurate customer information

• Listen to customer concerns, ask thoughtful questions, and identify their needs

• Manage multiple calls, tasks, and priorities in a fast-paced environment

• Follow up with customers as needed to ensure their needs are addressed

• Identify opportunities for additional services and maintenance plans

• Enter and maintain accurate customer information in company systems

• Communicate effectively with dispatchers, technicians, and other team members

• Handle customer concerns calmly, professionally, and with empathy

• Assist with administrative tasks and special projects as needed

• Focus on booking rates and delivering a positive customer experience

What We’re Looking For

• 1+ years of customer service, call center, or home services experience preferred

• Home services experience is a strong plus

• ServiceTitan experience preferred

• Tech-savvy, with the ability to learn new systems and software quickly

• Excellent phone presence and strong verbal and written communication skills

• Strong organization, attention to detail, and ability to multitask

• Patience and empathy when working with upset or frustrated customers

• A proactive mindset and genuine interest in learning and developing new skills

• Dependable, positive, and team-oriented, with a strong sense of ownership

• Coachable, motivated, and interested in building a long-term career with the company

What Success Looks Like

• Consistently works toward strong appointment booking rates

• Shows up ready to work and follows through on commitments

• Takes pride in quality work and attention to detail

• Communicates clearly and empathetically with customers and teammates

• Takes ownership of customer needs and works proactively to solve problems

• Follows established processes while looking for opportunities to improve

• Demonstrates a willingness to learn, grow, and develop new skills