Customer Service Representative

Sila Services • Buffalo, NY

13d • Onsite

About The Position

Be the Friendly Voice Our Customers Count On! At T-Mark, we know great customer experiences start with great people. We're looking for a Customer Service Representative who enjoys helping others, thrives in a fast-paced environment, and knows how to turn every customer interaction into a positive experience. If you're someone who loves talking to people, solving problems, staying organized, and being part of a winning team, we'd love to meet you.

Requirements

• 1+ years of customer service experience
• Experience working for a residential HVAC, plumbing, electrical, or home services company is required
• Strong understanding of how residential service businesses operate
• Experience scheduling service calls and supporting technicians
• Service Titan experience strongly preferred
• Strong verbal and written communication skills
• Ability to handle high-volume customer interactions
• Strong problem-solving and conflict resolution skills
• Excellent attention to detail and accuracy
• Ability to multitask and stay organized in a fast-paced environment
• Customer-focused mindset with a positive, professional attitude
• Dependable, team-oriented, and eager to learn

Nice To Haves

• Previous CSR, dispatcher, or call center experience in the home services industry
• Experience with memberships and maintenance agreements
• Experience with outbound calling and rehash campaigns
• Experience booking appointments and converting inbound opportunities
• Familiarity with HVAC, plumbing, electrical, or drain service terminology

Responsibilities

• Answer incoming customer calls and assist with scheduling service appointments
• Provide outstanding customer service on every interaction
• Help customers with questions, concerns, and appointment requests
• Accurately enter customer information and service details into company software
• Communicate effectively with dispatchers, technicians, and customers
• Resolve customer concerns professionally and efficiently
• Manage multiple tasks while maintaining accuracy and attention to detail
• Support the team in delivering a five-star customer experience
• Assist with outbound calling campaigns as needed
• Help maintain appointment schedules and maximize booking opportunities

Benefits

• Medical, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) with company match
• Career growth opportunities
• Ongoing training and development
• Supportive team environment
• Stable, year-round company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed