Customer Service Representative

Job Description

Job Description

Customer Service Representative\u007C 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 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.