Customer Service Representative

Sila; Stoneham (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off

Paid holidays

Life Insurance

Disability Insurance

Paid training and development

Career growth opportunities

Job summary

Sila Boston is seeking a friendly and organized Customer Service Representative in Stoneham, MA to manage a busy phone lines, schedule service visits, and ensure every customer feels cared for. You’ll work with a strong, local team and support technicians and dispatchers while maintaining accurate records and delivering a positive experience.

Ideal candidates have at least 1 year in customer service, excellent communication skills, and comfort with multitasking in a fast-paced environment.

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.

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

Excellent phone presence

Strong organization

Ability to multitask

Comfortable handling upset customers

Basic computer proficiency

Strong written communication

Dependable, positive, team-oriented

HVAC, plumbing, electrical, or Service

Job description

Customer Service Representative| Stoneham, MA

Tired of being just another tech on the schedule? Come work somewhere that actually values what you bring to the table.

At Sila Boston, we take care of our people, invest in great tools and training, and give our techs real opportunities to grow and make great money. You'll have steady work, a strong team behind you, and the resources of a growing company - without losing that local team feel.

If you're good at what you do and want to work with good people who appreciate it, come see why Sila Boston is a great place to build your career.

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