Customer Service Manager

Job description

Welcome to Sila Services, where we don't just provide services – we craft experiences, forge connections, and build lasting relationships.

For almost 35 years, we've been the heartbeat of the Washington, D.C. metro area home comfort solutions, setting the standard for excellence, integrity, and innovation. Since 1989, Sila Services, has been serving customers and priding ourselves on offering competitive pricing, same-day service and superior customer service. At Sila, we're not content to simply follow trends – we set them. We invest in the latest equipment and cutting-edge technology to ensure that our team has the tools they need to succeed. But our most valuable asset isn't our equipment – it's our people. That's why we're committed to providing some of the highest wages and most comprehensive benefits in the industry. Because when our employees thrive, our company thrives.

But don't just take our word for it – our customers speak for themselves. We've left a trail of satisfied customers in our wake. They know that when they choose Sila, they're not just getting a service – they're getting an experience. They're getting a team of dedicated professionals who go above and beyond to deliver exceptional service, every time.

So why join us? Because at Sila, you're not just an employee – you're part of a family. A family that values integrity, excellence, and above all, each other. A family that believes in doing good work, treating people right, and making a difference in the world.

What We Do

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s heating and air conditioning systems.

The Big Task

You will lead a staff of Customer Services Reps and Dispatchers who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.

Key Sub Tasks

Lead and train staff on the best ways to convert calls into booked service appointments.

Manage service dispatch and sales lead setting along with service and sales managers to ensure the right technicians and sales reps are matched to every job.

Author and refine call scripts so they’re clear, compelling and result in more appointments.

Become an expert of your market, know the customer needs and how best to engage them.

Monitor performance of staff, review recorded calls and advise them on how to promote sales.

Formalize a coaching and training platform that’s cost effective and measurable.

Show employees how their individual contributions matter to the company’s success.

Ensure sufficient staffing to match the business demand and seasonal spikes.

Desired Skills and Experience

Possess the ability to inspire both personal and professional growth in our team members.

Ability to provide unparalleled customer satisfaction.

Ability to drive team performance to achieve all business goals and objectives.

Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.

Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint).

What We Offer

Medical Insurance - we offer coverage for you and your family for health, dental, and vision.

Company paid life insurance, short-term and long-term disability

New technology, including iPhone, iPad & access to integrated software

401k Plan with a company match

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company.

Equal Opportunity Employer

#HP1

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Parental leave

Vision insurance

Shift:

Day shift

Morning shift

Experience:

Customer service: 5 years (Required)

Call center management: 3 years (Required)

Customer Service Management: 5 years (Preferred)

HVAC: 1 year (Preferred)

Work Location: In person

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.