Customer Service Representative

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

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Company-paid life and disability

Paid training and development

Career growth opportunities

Job summary

Sila Services, LLC is seeking a friendly and organized Customer Service Representative to be a frontline contact for our customers. You will help schedule service, answer questions, and ensure each interaction leaves a positive impression.

The ideal candidate brings a customer-first mindset, empathy, and strong communication skills, with coachability to learn our systems. The role emphasizes booking, data accuracy, and teamwork with dispatchers and technicians.

Qualifications

• Candidate has 1+ years in customer service or call center roles.
• Experience in home services is a plus but not required.
• Ability to learn new software and systems quickly.

Responsibilities

• Answer incoming calls and deliver a friendly, professional experience.
• Schedule service appointments and collect accurate customer data.
• Listen to concerns, ask questions, and identify customer needs.
• Manage multiple calls and tasks in a fast-paced environment.
• Follow up to ensure customer needs are addressed.
• Identify opportunities to upsell or offer maintenance plans.
• Enter and maintain customer information in systems.
• Communicate with dispatchers, technicians, and teammates.
• Assist with administrative tasks and special projects.

Skills

Customer service

Empathy

Communication

Multitasking

Tech-savvy

Problem solving

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

Join Our Team!

If you’re someone who enjoys helping people, takes pride in delivering great customer service, and is excited to grow with a supportive team, we’d love to hear from you!