Sila Customer Service Representative answers inbound calls and schedules service appointments for residential HVAC, plumbing, and electrical services. The role involves providing exceptional customer service and maintaining accurate records.
Responsibilities
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
Qualification
Working knowledge of residential HVACAbility to remain calmDependable attendance and punctualityFull-time
Required
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
