Customer Sales Representative - HVAC & Plumbing

Job Description

Job Title: Customer Sales Representative - HVAC & Plumbing

Position Type: Full-Time, Remote

Working Hours: U.S. Hours

About the Role

Our client is seeking a highly skilled Customer Sales Representative (CSR) to serve as a key revenue-driving and customer experience role within our operations. You will manage a high volume of inbound customer inquiries, converting calls into scheduled plumbing jobs while actively promoting their Pipeline Club membership program.

This role requires strong communication skills, empathy, and confidence in handling sales conversations over the phone. As a frontline representative of the company, you will directly impact booking conversion rates, membership adoption, and overall customer satisfaction.

Responsibilities

Inbound Sales & Call Management

• Professionally handle inbound customer calls with empathy, clarity, and confidence.
• Convert customer inquiries into booked plumbing jobs, targeting an 85% call-to-booking conversion rate.
• Actively listen to customer needs and guide conversations toward effective service solutions.

Scheduling, Upselling & Membership Sales

• Efficiently schedule service appointments while identifying upsell opportunities.
• Promote and sell the Pipeline Club membership during eligible calls.
• Achieve a minimum 10% membership close rate, targeting 35 memberships within the first 90 days.

Process, Documentation & Systems

• Document call scripts, workflows, and best practices to improve consistency and performance.
• Contribute to building scalable systems that enhance conversion rates and membership sales efficiency.

Technology, Tools & Optimization

• Use CRM and call management tools to log interactions accurately and maintain clean records.
• Adopt new tools and technologies quickly to improve customer experience and internal workflows.
• Provide feedback to leadership on tools, scripts, and process improvements.

Customer Experience & Team Support

• Handle escalated calls using strong de-escalation and problem-solving skills.
• Ensure every interaction reflects company standards and a customer-first mindset.
• Support training and integration of offshore team members to maintain quality across time zones.

What Makes You a Perfect Fit

• You are a confident, empathetic communicator who builds rapport easily over the phone.
• You take ownership of customer outcomes and conversion performance.
• You are reliable, disciplined, and comfortable working evening and weekend shifts.
• You enjoy helping customers while also driving sales and membership adoption.
• You adapt quickly to new tools, scripts, and processes in a fast-paced environment.

Required Experience & Skills

• Proven experience in sales or customer service, preferably in plumbing, home services, or trades.
• Demonstrated ability to convert inbound calls into booked appointments.
• Experience with CRM systems and call management tools (ServiceTitan experience is a plus).
• Strong sales, upselling, and objection-handling skills.
• High level of accountability for call quality, bookings, and customer experience.

Ideal Experience & Skills

• Background in home services, trades, or field-service businesses.
• Experience selling memberships, service plans, or recurring service programs.
• Prior experience working with offshore or distributed teams.

What Does a Typical Day Look Like ?

A CSR’s day is focused on delivering exceptional customer experiences while consistently converting inbound calls into booked jobs and memberships. You will:

• Handle inbound customer calls throughout your scheduled shift.
• Listen carefully to customer concerns and recommend appropriate services.
• Schedule plumbing appointments and present Pipeline Club membership options.
• Log all interactions accurately in the CRM and follow established call processes.
• Handle escalations professionally and contribute to ongoing process improvements.

In short: You drive growth and customer satisfaction by turning inbound calls into booked services and long-term relationships through empathy, consistency, and execution.

Key Metrics for Success (KPIs)

• Call-to-booking conversion rate: 85% target
• Pipeline Club membership close rate: 10%+
• Memberships sold: 35 within the first 90 days
• CRM accuracy and documentation compliance
• Consistent customer satisfaction and call quality scores

Interview Process

1. Initial Screening Call
2. Interview with Pavago Recruiter
3. Client Interview
4. Offer & Onboarding

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