Job Description
Job Description 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
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Competitive Compensation: $25–$32/hour
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Medical, dental, and vision insurance
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401(k) with company match
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Paid time off and paid holidays
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Company-paid life and disability insurance
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Paid training and professional development
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Opportunities for career growth and advancement
What You’ll Do
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Answer incoming calls and provide a professional, friendly customer experience
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Schedule service appointments and gather accurate customer information
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Listen to customer concerns and ask the right questions to understand their needs
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Manage multiple calls, tasks, and priorities in a fast-paced environment
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Follow up with customers as needed
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Identify opportunities for additional services and maintenance plans
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Enter and maintain accurate customer information in company systems
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Communicate with dispatchers, technicians, and other team members
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Handle customer concerns calmly and professionally
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Assist with administrative tasks and special projects as needed
What We’re Looking For
Must-Have Qualifications:
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Previous customer service experience
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Basic computer knowledge and comfort navigating different systems
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Strong communication and phone skills
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Ability to multitask and prioritize in a fast-paced environment
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Excellent organization and attention to detail
- A dependable, positive, and team-oriented attitude
Preferred Experience & Skills:
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Home services experience, particularly HVAC, plumbing, or electrical
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ServiceTitan experience
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Familiarity with Microsoft Teams and Outlook
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Experience with Angi, Contractor Commerce, Hatch, and Google Local Services Ads (LSA)
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Ability to remain calm and professional when handling upset or frustrated customers
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Strong written communication skills and willingness to learn new software
What Success Looks Like
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Shows up ready to work and follows through on commitments
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Takes pride in quality work and attention to detail
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Communicates clearly and professionally with customers and teammates
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Works safely and follows established processes
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Takes ownership, solves problems, and is willing to keep learning
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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!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.