🔥 Customer Success Manager – HVAC & Plumbing (Inbound Sales & Scheduling)
Full-Time | Remote | U.S. Hours
🚀 About the Role
We’re hiring a high-energy Customer Success Manager – HVAC & Plumbing to handle inbound customer calls, convert inquiries into booked jobs, and deliver an exceptional customer experience.
This is not a passive support role.
You’ll be:
✅ Handling high-volume inbound calls
✅ Booking HVAC & plumbing service appointments
✅ Selling memberships and additional services
✅ Driving revenue through strong call conversion
✅ Helping customers during urgent service situations
If you:
- thrive on phone conversations,
- know how to guide customers confidently,
- and enjoy turning inbound calls into booked revenue,
this role is a strong fit.
💼 What You’ll Own
Inbound Call Handling & Booking
- Answer inbound HVAC and plumbing calls professionally and confidently
- Convert customer inquiries into booked service appointments
- Handle:
- emergency service requests
- scheduling inquiries
- maintenance calls
- customer questions
- Guide conversations efficiently while maintaining strong customer experience
- Build urgency and confidence to maximize booking rates
Scheduling & Dispatch Coordination
- Schedule service appointments accurately and efficiently
- Coordinate technician availability and optimize scheduling flow
- Ensure:
- accurate customer information
- proper issue categorization
- clean scheduling documentation
- Follow dispatch and scheduling workflows closely
Membership Sales & Upselling
- Promote HVAC/plumbing membership programs during eligible calls
- Recommend additional services when appropriate
- Handle objections confidently and professionally
- Work toward:
- booking targets
- membership sales goals
- conversion KPIs
Customer Experience & Retention
- Deliver empathetic, professional customer interactions
- Handle frustrated or escalated customers calmly
- Ensure customers feel:
- Build long-term customer trust and loyalty
CRM Documentation & Accuracy
- Log:
- customer details
- service requests
- call notes
- appointment information
- Maintain clean and accurate CRM records
- Follow:
- call scripts
- scheduling processes
- workflow standards
Process Improvement & Team Collaboration
- Contribute ideas to improve:
- booking rates
- call handling
- customer experience
- Collaborate with team members to maintain service quality and consistency
- Support operational efficiency across scheduling and customer communication
✅ Required Experience & Skills
- Prior HVAC or plumbing customer service experience (required)
- Proven ability to convert inbound calls into booked appointments
- Strong phone communication and active listening skills
- Experience using:
- CRM systems
- scheduling tools
- customer support platforms
- Strong:
- upselling
- objection handling
- scheduling coordination skills
- High attention to detail in documentation and customer communication
⭐ Ideal Candidate
- Comfortable in fast-paced, high-call-volume environments
- Naturally persuasive without sounding pushy
- Customer-focused while still performance-driven
- Dependable and disciplined working U.S. hours
- Takes ownership of:
- conversion rates
- booking performance
- customer satisfaction
- Strong multitasker with calm energy under pressure
🧠 What Makes You a Great Fit
- You genuinely enjoy helping customers solve urgent problems
- You know how to control and guide conversations professionally
- You are confident discussing services and memberships on the phone
- You move quickly without sacrificing customer experience
- You thrive in environments where performance matters
📅 What a Typical Day Looks Like
- Handle inbound HVAC and plumbing calls throughout the day
- Identify customer issues and recommend the right service solution
- Book appointments and optimize technician scheduling
- Offer memberships and upsell additional services when appropriate
- Document all customer interactions in the CRM
- Resolve escalations professionally and efficiently
- Collaborate with internal teams to maintain scheduling flow and service quality
In short:
You turn inbound calls into booked jobs, satisfied customers, and recurring business.
📊 Key Success Metrics (KPIs)
- Call-to-booking conversion rate
- Membership sales & close rate
- Number of booked appointments
- CRM accuracy and documentation quality
- Customer satisfaction & call quality scores
- Response time and scheduling efficiency
🌟 Why This Role Stands Out
- Direct impact on revenue and customer experience
- High-energy role with performance-driven environment
- Opportunity to grow within HVAC/plumbing operations and customer success
- Stable full-time remote opportunity aligned with U.S. business hours
- Fast-paced environment where strong performers thrive
🧪 Interview Process
- Initial Screening Call
- Interview with Pavago Recruiter
- Client Interview
- Offer & Onboarding
👉 Apply Now
If you:
- have HVAC or plumbing customer service experience,
- enjoy converting calls into booked appointments,
- and thrive in fast-paced customer-facing environments,
this role is a strong fit for you.