Customer Service Representative

About The Role

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

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