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
We’re hiring a Customer Sales Representative (CSR) to handle high-volume inbound calls, convert inquiries into booked plumbing jobs, and promote the Pipeline Club membership program. This role is central to driving revenue, improving conversion rates, and delivering a strong, customer-first phone experience through clear, confident communication.
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 tools to accurately log interactions, adopt new technologies quickly, and share feedback to improve processes and workflows.
Customer Experience & Team Support
- Handle escalated customer interactions professionally, uphold customer-first standards, and support offshore team members to ensure consistent service quality.
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.
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
- Initial Screening Call
- Interview with Pavago Recruiter
- Client Interview
- Offer & Onboarding
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