Customer Success Manager - HVAC & Plumbing

Job Description

Customer Success Manager (HVAC & Plumbing | Inbound Sales & Scheduling) – Remote | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a high-energy Customer Success Manager with HVAC and plumbing industry experience to manage inbound customer calls, convert inquiries into booked appointments, and deliver an exceptional customer experience.

This is not a passive customer support role.

You will be responsible for:

• Handling high-volume inbound service calls
• Booking HVAC & plumbing appointments
• Coordinating scheduling and dispatch
• Selling memberships and additional services
• Driving revenue through strong call conversion

If you thrive in fast-paced phone environments and know how to guide conversations confidently while delivering excellent customer experience, this role is a strong fit.

What You’ll Own

Inbound Call Handling & Appointment Booking (Core Focus)

• Answer inbound HVAC and plumbing calls professionally and efficiently
• Convert customer inquiries into booked service appointments
• Handle:
• Emergency service requests
• Scheduling inquiries
• Maintenance calls
• General customer questions
• Build urgency and confidence during conversations to maximize booking rates
• Deliver a smooth and professional customer experience on every call

Scheduling & Dispatch Coordination

• Schedule 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 consistently

Membership Sales & Upselling

• Promote HVAC and plumbing membership programs during eligible calls
• Recommend additional services when appropriate
• Handle objections confidently and professionally
• Support:
• Booking goals
• Membership sales targets
• Conversion KPIs

Customer Experience & Retention

• Deliver empathetic and professional customer interactions
• Handle escalated or frustrated customers calmly
• Ensure customers feel:
• Heard
• Supported
• Informed
• Build long-term customer trust and loyalty

CRM Documentation & Operational Accuracy

• Maintain accurate records of:
• Customer information
• Service requests
• Appointment details
• Call notes
• Ensure CRM documentation is complete and organized
• Follow:
• Call scripts
• Scheduling procedures
• Internal workflows

Process Improvement & Team Collaboration

• Contribute ideas to improve:
• Booking conversion
• Customer experience
• Scheduling efficiency
• Collaborate with internal teams to maintain operational flow and service quality

What Makes You a Strong Fit

• You genuinely enjoy helping customers solve urgent problems
• You know how to guide conversations professionally and confidently
• You are persuasive without sounding pushy
• You move quickly without sacrificing customer experience
• You thrive in fast-paced, performance-driven environments
• You take ownership of:
• Booking performance
• Conversion rates
• Customer satisfaction

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 communication

Ideal Candidate

• Comfortable handling high call volume daily
• Customer-focused while still performance-driven
• Calm and organized under pressure
• Dependable during U.S. business hours
• Strong multitasker with excellent follow-through

What a Typical Day Looks Like

• Handle inbound HVAC and plumbing calls throughout the day
• Identify customer issues and recommend appropriate service solutions
• Schedule appointments and optimize technician routing
• Promote memberships and additional services when appropriate
• Document all interactions accurately in the CRM
• Resolve escalations professionally and efficiently
• Coordinate with internal teams to maintain scheduling flow and customer satisfaction

In short:
You turn inbound calls into booked appointments, satisfied customers, and recurring business.

Key Metrics for Success (KPIs)

• Call-to-booking conversion rate
• Membership sales and close rate
• Number of appointments booked
• CRM accuracy and documentation quality
• Customer satisfaction and call quality scores
• Response time and scheduling efficiency

Why This Role Stands Out

• Direct impact on revenue and customer experience
• Fast-paced, performance-driven environment
• Opportunity to grow within HVAC/plumbing operations and customer success
• Stable full-time remote opportunity aligned with U.S. business hours
• Strong ownership and measurable performance impact

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 inbound calls into booked appointments
• Thrive in fast-paced customer-facing environments

This role is a strong fit for customer-focused professionals who enjoy combining communication, scheduling, sales, and operational execution.