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.
Compensation & Benefits
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!