About this Customer Service Representative role at Sila
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!
