Customer Service Representative
About The Position
Sila Heating, Cooling & Plumbing is seeking a Customer Service Representative (CSR) to join their team in Beltsville, MD. This role is a full-time, year-round position where you will be the first point of contact for customers seeking residential HVAC, plumbing, and electrical services. You will be responsible for answering inbound calls, scheduling appointments using ServiceTitan, providing exceptional customer service, and maintaining accurate customer records. The ideal candidate will have previous experience in a similar role within the home services industry, possess strong communication and problem-solving skills, and maintain a positive, team-first attitude.
Requirements
- Previous experience as a Customer Service Representative in a residential HVAC, plumbing, electrical, or home services company
- Working knowledge of residential HVAC, plumbing, and electrical terminology
- Experience using ServiceTitan for scheduling, call booking, and customer management
- Excellent verbal and written communication skills
- Strong customer service and problem-solving abilities
- Ability to multitask and stay organized in a fast-paced environment
- Ability to remain calm, professional, and empathetic while handling customer concerns
- Positive attitude and team-first mentality
- Strong sense of accountability and ownership
- Dependable attendance and punctuality
- Sales-minded approach with the ability to identify opportunities for memberships, maintenance agreements, and additional services
Responsibilities
- Answer inbound customer calls for residential HVAC, plumbing, and electrical services
- Schedule service appointments using ServiceTitan
- Provide exceptional customer service while resolving customer questions and concerns
- Communicate clearly and professionally with customers, technicians, and office staff
- Maintain accurate customer records and detailed job notes
- Prioritize emergency calls and schedule technicians efficiently
- Promote maintenance memberships and additional services when appropriate
- Support the team by helping create an outstanding customer experience from the first call to the completed job
Benefits
- Medical, dental, and vision benefits
- Paid Time Off and paid holidays
- 401(k) with company match
- Ongoing training and career growth opportunities
- Supportive team environment with opportunities to advance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
