About the role
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!