Customer Service Representative

Job description

# Customer Service Representative (CSR) Sila Heating, Cooling & Plumbing — Beltsville, MD The best people do their best work when the operation behind them is strong. At Sila Heating, Cooling & Plumbing, our teams are backed by experienced leadership, organized support, and steady customer demand. If you’re looking for a company where expectations are clear, good work is recognized, and you have the resources to succeed, we’d like to talk to you. ## What You'll Do - 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 ## What We're Looking For - 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 ## What You'll Get - Full-time, year-round position - 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 ## Why Sila Heating, Cooling & Plumbing? We're more than just a home services company—we're a team that believes in taking care of our customers and each other. If you're dependable, customer-focused, and enjoy being part of a company that values teamwork, accountability, and exceptional service, we'd love to hear from you. **Apply today and become part of the Sila Heating, Cooling & Plumbing team!**