Customer Success Manager - HVAC & Plumbing
Job Description
Job Title: Customer Success Manager – HVAC & Plumbing
Position Type: Full-Time, Remote
Working Hours: U.S. Hours
About the Role
We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue.
You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth.
Responsibilities
Inbound Sales & Call Handling
- Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence
- Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate
- Ask the right questions to understand the issue and recommend the most appropriate service
Scheduling, Upselling & Membership Sales
- Schedule HVAC and plumbing appointments accurately and efficiently
- Identify opportunities to upsell relevant services when appropriate
- Promote and sell the membership program during eligible calls
- Consistently work toward membership sales and booking targets
Process, Documentation & Accuracy
- Log all calls, bookings, and customer details accurately in the CRM
- Follow call scripts, workflows, and scheduling guidelines
- Contribute ideas to improve call handling, conversion rates, and customer experience
Customer Experience & Team Collaboration
- Handle escalated or sensitive customer situations calmly and professionally
- Maintain a customer-first mindset on every call
- Collaborate with team members to ensure consistent service quality
What Makes You a Perfect Fit
- You have experience handling HVAC or plumbing customer calls
- You are confident on the phone and know how to guide conversations toward bookings
- You enjoy sales but genuinely care about helping customers solve problems
- You take ownership of your results and conversion performance
- You are dependable, disciplined, and comfortable working U.S. hours
- You adapt quickly in a fast-paced, high-call-volume environment
Required Experience & Skills
- Prior experience in HVAC or plumbing customer service or sales (must-have)
- Proven ability to convert inbound calls into booked service appointments
- Strong phone presence with excellent listening and communication skills
- Experience working with CRMs or scheduling systems
- Solid upselling and objection-handling skills
- High attention to detail when documenting calls and bookings
- Accountability for performance, call quality, and customer satisfaction
What Does a Typical Day Look Like ?
Your day is focused on helping customers get the service they need while keeping schedules full. You will:
- Handle inbound HVAC and plumbing calls throughout your shift
- Understand customer issues and recommend the right service solution
- Book appointments and present membership options when applicable
- Accurately document all interactions in the CRM
- Handle escalations professionally and follow established processes
In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution.
Key Metrics for Success (KPIs)
- Call-to-booking conversion rate
- Membership close rate
- Number of memberships sold
- CRM accuracy and documentation quality
- Customer satisfaction and call quality scores
Interview Process
- Initial Screening Call
- Interview with Pavago Recruiter
- Client Interview
- Offer & Onboarding
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