Customer Service Manager

Sila Heating & Air Conditioning – Beltsville, MD

Lead a Team That Delivers Exceptional Customer Experiences

At Sila, we believe great service starts long before a technician arrives at a customer’s home. Our Customer Service team is the first voice our customers hear — and the Customer Service Manager is the leader who sets the standard for excellence.

For more than 35 years, Sila has been a trusted leader in home comfort solutions throughout the Washington, D.C. metro area. Since 1989, we’ve built our reputation on exceptional customer service, same-day responsiveness, industry expertise, and a commitment to doing things the right way.

We invest in cutting-edge technology, ongoing training, and — most importantly — our people. We’re looking for a motivated, performance-driven leader who can develop teams, improve processes, and create an outstanding customer experience while driving department performance and operational excellence.

If you thrive in a fast-paced environment, enjoy coaching and developing people, and want to make a measurable impact within a growing company, we want to hear from you.

Why Join Sila?

We don’t just offer jobs — we build careers.

What We Offer

• Competitive compensation package
• Performance incentives and bonus opportunities
• Comprehensive medical, dental, and vision insurance
• Company-paid life insurance, short-term disability, and long-term disability
• 401(k) with company match
• Paid time off and parental leave
• Ongoing training and professional development opportunities
• Annual performance reviews and growth planning
• Modern technology and integrated software platforms
• A supportive, team-oriented culture where your leadership matters

The Role

As the Customer Service Manager, you will lead and develop a team of Customer Service Representatives and Dispatchers responsible for booking service appointments, maximizing customer satisfaction, and supporting operational efficiency across the business.

This role is critical to ensuring calls are converted into booked opportunities, schedules are optimized, and customers receive a best-in-class experience from the very first interaction.

What You'll Do

• Lead, coach, and develop Customer Service Representatives and Dispatchers
• Train team members on best practices for converting inbound calls into booked appointments
• Partner with Service and Sales leadership to optimize technician and sales scheduling
• Monitor department performance metrics and drive continuous improvement
• Review recorded calls and provide coaching to improve customer experience and booking performance
• Create and refine call scripts that improve customer engagement and conversion rates
• Build scalable coaching, onboarding, and training processes
• Ensure staffing levels align with seasonal demand and business needs
• Foster a positive, accountable, and performance-driven culture
• Help team members understand how their contributions directly impact company success
• Identify operational inefficiencies and recommend process improvements

What We're Looking For

• Previous leadership experience in customer service, dispatch, or call center operations
• Proven ability to coach, motivate, and develop high-performing teams
• Strong customer service and conflict resolution skills
• Experience working in a metrics-driven environment with performance goals
• Excellent communication, organization, and multitasking abilities
• Strong problem-solving and decision-making skills
• High attention to detail and ability to thrive in a fast-paced environment
• Proficiency with Microsoft Office applications including Excel, Word, and PowerPoint
• Experience with home services, HVAC, plumbing, electrical, or service dispatch operations is a plus

Why This Role Matters

At Sila, the Customer Service team plays a major role in our success. This position is more than managing phones and schedules — it’s about leading people, improving performance, building customer trust, and creating an exceptional experience that keeps customers choosing Sila year after year.

If you’re ready to grow your leadership career with a company that values integrity, teamwork, accountability, and professional development, apply today.