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:
- 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.
