Customer Success Manager - HVAC & Plumbing

Job Description

🔥 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:
• heard
• supported
• informed
• 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.