Inbound Sales & Customer Service Representative (Home Services)

Job Description

Job Title: Inbound Sales & Customer Service Representative (Home Services)
Position Type: Full-Time, Remote
Working Hours: U.S. Hours (Evening & weekend shifts included on a rotating schedule)

About the Role

We’re hiring an Inbound Sales & Customer Service Representative to handle high-volume inbound calls, help customers resolve plumbing needs, and confidently guide them toward booked service appointments and membership options.

This role is ideal for someone who enjoys helping customers over the phone, thrives in a structured sales environment, and wants to grow their skills in inbound sales, scheduling, and customer experience — with clear processes, scripts, and support to succeed.

You’ll play a key role in driving revenue while delivering a calm, professional, and customer-first phone experience.

What You'll be Responsible For

Inbound Calls & Customer Conversations

• Handle inbound customer calls with empathy, professionalism, and confidence
• Understand customer concerns and recommend appropriate service solutions
• Guide conversations toward booked service appointments using proven call flows

Scheduling, Sales & Membership Support

• Schedule plumbing service appointments accurately and efficiently
• Introduce and explain the Pipeline Club membership where appropriate
• Identify upsell opportunities while keeping the customer experience first

Systems, Documents & Tools

• Accurately log all calls, bookings, and notes in the CRM
• Follow documented scripts, workflows, and call processes
• Provide feedback to help improve call flows, tools, and overall efficiency

Customer Experience & Team Collaboration

• Handle customer concerns or escalations professionally
• Maintain consistent call quality and customer satisfaction standards
• Collaborate with offshore team members to ensure smooth service delivery

What Makes You a Strong Fit

• You’re confident speaking with customers over the phone and build rapport easily
• You enjoy helping people and driving outcomes
• You’re accountable, reliable, and comfortable working toward clear goals
• You’re open to coaching, feedback, and continuous improvement
• You adapt quickly in fast-paced, call-driven environments

Required Experience & Skills

• Experience in inbound sales, call center sales, or customer service
• Proven ability to convert inbound inquiries into booked appointments
• Strong communication, objection-handling, and upselling skills
• Comfort using CRM systems and call management tools
• Home services, HVAC, or plumbing experience is a plus, not a requirement
• Experience with ServiceTitan or similar platforms is a plus

What a Typical Day Looks Like

On a typical day, you’ll:

• Handle inbound customer calls during your scheduled shift
• Listen to customer needs and recommend appropriate services
• Schedule service appointments and present membership options
• Log interactions accurately and follow call processes
• Contribute ideas to improve customer experience and conversions

In short: You help customers get the service they need — and help the business grow through consistent, high-quality inbound sales conversations.

Performance Expectations & Support

This role has clear performance targets, supported by structured onboarding, scripts, and ongoing coaching. Success is measured through a combination of conversion, accuracy, and customer experience — not just speed.

Key metrics include:

• Call-to-booking conversion rate (target-driven, supported during ramp-up)
• Pipeline Club membership close rate
• Accurate CRM documentation
• Call quality and customer satisfaction

Interview Process

• Initial Screening Call
• Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding