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!