Customer Success Manager - HVAC & Plumbing

🚀 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.