Job Description

Job Title: Customer Sales Representative – HVAC & Plumbing

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (including evenings and weekends as needed)

About the Role

We’re hiring a Customer Sales Representative (CSR) to serve as the front line of customer communication for a fast-paced HVAC & Plumbing business.

This role is responsible for handling high-volume inbound calls, converting customer inquiries into booked service appointments, and promoting the company’s Pipeline Club membership program. You will play a direct role in driving revenue growth while delivering a professional, empathetic, and customer-first experience on every interaction.

The ideal candidate is confident on the phone, sales-oriented, highly organized, and motivated by performance metrics and customer satisfaction.

Responsibilities

Inbound Sales & Customer Call Handling

• Professionally handle inbound customer calls with empathy, confidence, and urgency
• Convert inbound inquiries into booked plumbing and HVAC service appointments
• Maintain a target call-to-booking conversion rate of 85% or higher
• Build trust quickly and guide customers toward appropriate service solutions
• Handle objections professionally while maintaining a positive customer experience

Appointment Scheduling & Membership Sales

• Efficiently schedule appointments based on technician availability and customer needs
• Identify upsell opportunities during customer conversations
• Promote and sell the Pipeline Club membership program during eligible calls
• Achieve a minimum 10% membership close rate
• Contribute toward the goal of selling 35 memberships within the first 90 days

CRM, Documentation & Process Management

• Accurately log customer interactions, notes, bookings, and follow-ups in the CRM
• Follow established scripts, workflows, and call-handling procedures consistently
• Document successful approaches and contribute ideas to improve conversion performance
• Maintain organized and compliant customer records

Customer Experience & Escalation Handling

• Deliver a customer-first experience on every interaction
• Handle escalated customer concerns calmly and professionally
• Ensure customers feel heard, supported, and informed throughout the process
• Support offshore and internal teams to maintain service consistency and quality

Systems & Operational Improvement

• Quickly adapt to new tools, systems, and workflows
• Use CRM and call-management tools efficiently (ServiceTitan experience is a plus)
• Provide feedback on call scripts, systems, and workflows to improve team performance and operational efficiency

What Makes You a Perfect Fit

• Confident and empathetic communicator who builds rapport naturally over the phone
• Sales-minded professional who enjoys converting conversations into outcomes
• Highly accountable and motivated by performance metrics and customer satisfaction
• Organized, disciplined, and dependable in fast-paced environments
• Comfortable working evening and weekend shifts when required
• Adaptable and quick to learn new systems, tools, and processes

Required Experience & Skills

• Proven experience in sales, customer service, or appointment setting
• Background in plumbing, HVAC, home services, or trades is strongly preferred
• Demonstrated success converting inbound calls into booked appointments
• Strong objection-handling, upselling, and customer communication skills
• Experience using CRM systems and call-management software
• High level of accountability for bookings, call quality, and customer outcomes

Preferred Experience & Skills

• Experience with ServiceTitan or similar field service software
• Experience selling service memberships or maintenance plans
• Familiarity with scheduling workflows in home service industries
• Previous experience supporting U.S.-based customers remotely

What Does a Typical Day Look Like?

A Customer Sales Representative’s day revolves around converting inbound calls into booked jobs while delivering an exceptional customer experience. You will:

• Handle inbound customer calls throughout your scheduled shift
• Listen carefully to customer concerns and recommend appropriate service solutions
• Schedule appointments and present Pipeline Club membership options
• Accurately document customer interactions and booking details in the CRM
• Follow call scripts and workflows while maintaining natural, customer-friendly conversations
• Handle escalations professionally and contribute feedback for operational improvements

In short: you help drive company growth and customer satisfaction by turning inbound inquiries into booked services and long-term customer relationships.

Key Metrics for Success (KPIs)

• Call-to-booking conversion rate: 85% target
• Pipeline Club membership close rate: 10%+
• Memberships sold: 35 within the first 90 days
• CRM accuracy and documentation compliance
• Customer satisfaction and call quality scores
• Consistent attendance, responsiveness, and execution quality

What We Offer

• Full-time remote position aligned with U.S. business hours
• Structured systems, scripts, and operational support
• Opportunity to directly impact company revenue and customer growth
• Performance-driven environment with measurable success metrics
• Career growth opportunities within customer experience and sales operations
• Competitive compensation package

Interview Process

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

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