Customer Service Representative

Customer Service Representative | Stoneham, MA

At Sila Boston, we take care of our people, invest in great tools and training, and provide real opportunities to grow. You’ll have a strong team behind you and the resources of a growing company, without losing that local team feel.

We’re looking for a friendly, organized Customer Service Representative who can manage a busy phone line, solve problems, and make sure every customer feels taken care of. You’ll play an important role in creating a positive customer experience, coordinating service appointments, and supporting our technicians and dispatch team.

The ideal candidate has strong communication skills, enjoys working in a fast-paced environment, and takes pride in delivering excellent customer service.

Competitive Compensation:

$25–$32/hour

• 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

What You’ll Do

• 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
• Manage 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

What We’re Looking For

• Must-Have Qualifications: Previous customer service experience
• Basic computer knowledge and comfort navigating different systems
• Strong communication and phone skills
• Ability to multitask and prioritize in a fast-paced environment
• Excellent organization and attention to detail
• A dependable, positive, and team-oriented attitude
• Preferred Experience & Skills: Home services experience, particularly HVAC, plumbing, or electrical
• ServiceTitan experience
• Familiarity with Microsoft Teams and Outlook
• Experience with Angi, Contractor Commerce, Hatch, and Google Local Services Ads (LSA)
• Ability to remain calm and professional when handling upset or frustrated customers
• Strong written communication skills and willingness to learn new software

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 and professionally with customers and teammates
• Works safely and follows established processes
• Takes ownership, solves problems, and is willing to keep learning
• Helps create a positive customer experience with every interaction

Join Our Team!

If you’re organized, customer-focused, and enjoy being part of a team that values your contributions, we’d love to hear from you. Join Sila Boston and build a career where your work makes a difference!