Customer Success Manager - HVAC & Plumbing

Customer Success Manager – HVAC & Plumbing | Inbound Sales & Scheduling | Remote

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

About the Role

At Pavago, one of our clients is hiring a Customer Success Manager with hands-on HVAC and/or plumbing industry experience to manage inbound customer calls, convert service inquiries into booked appointments, coordinate scheduling, and deliver an excellent customer experience.

This is not a passive customer support role. Your performance will directly impact appointment bookings, revenue, membership sales, and customer retention.

As the first point of contact for customers needing HVAC or plumbing services, you’ll quickly understand their needs, communicate appropriate options, create confidence and urgency when necessary, and get the right service scheduled.

If you understand the home services industry and know how to turn inbound calls into booked appointments without sacrificing customer experience, this role is a strong fit.

What You’ll Own

Inbound Calls & Appointment Booking

• Handle high-volume inbound HVAC and plumbing service calls

• Convert customer inquiries into confirmed service appointments

• Assist customers with:

• Emergency service requests

• Repairs and maintenance

• Scheduling inquiries

• General service questions

• Ask effective questions to understand customer needs and service urgency

• Build appropriate urgency and confidence to maximize booking rates

• Guide customers toward clear next steps

• Maintain a professional, helpful, and solutions-focused experience on every call

Scheduling & Dispatch Coordination

• Schedule service appointments accurately based on customer needs and technician availability

• Coordinate with dispatch and field teams to maintain an efficient schedule

• Categorize service requests correctly

• Capture complete customer, property, and appointment information

• Follow scheduling and dispatch procedures consistently

• Help minimize scheduling conflicts and missed opportunities

• Communicate schedule-related updates clearly to customers and internal teams

Membership Sales & Upselling

• Introduce HVAC and plumbing maintenance memberships when appropriate

• Recommend relevant additional services based on customer needs

• Clearly explain membership features and benefits

• Handle common sales objections professionally

• Identify opportunities to increase customer value without being overly aggressive

• Contribute toward membership, booking, and conversion targets

Customer Experience & Retention

• Provide empathetic, solutions-focused customer service

• Handle frustrated or concerned customers calmly and professionally

• Ensure customers feel heard, informed, and supported

• Resolve routine concerns while escalating more complex issues appropriately

• Follow up on open customer requests when necessary

• Help create an experience that encourages repeat business and long-term loyalty

• Take ownership of customer interactions through resolution

CRM & Documentation

• Maintain accurate records of:

• Customer information

• Service requests

• Appointment details

• Call notes

• Follow-up requirements

• Keep CRM and scheduling records complete and current

• Follow established call scripts, workflows, and documentation standards

• Ensure accurate information is available to dispatch, technicians, and operations teams

Requirements

• Previous HVAC and/or plumbing customer service experience is required

• Proven experience converting inbound calls into booked service appointments

• Strong phone communication and active listening skills

• Experience with CRM, scheduling, dispatch, or customer service systems

• Strong appointment scheduling and coordination skills

• Experience with upselling or membership/service-plan sales

• Confident objection-handling ability

• Strong attention to detail and documentation accuracy

• Excellent written and verbal English communication skills

• Comfortable handling high-volume inbound customer interactions

• Ability to work independently in a remote environment

• Ability to work reliably during U.S. business hours

Nice to Have

• Experience working directly with a U.S.-based HVAC or plumbing company

• Experience in broader home services environments

• Familiarity with HVAC maintenance plans or service memberships

• Experience coordinating with technicians and dispatch teams

• Experience working in a KPI-driven call center or customer service environment

• Experience tracking booking, conversion, and membership sales performance

Tools & Technology

CRM Systems | Scheduling Platforms | Dispatch Systems | Customer Service Software | VOIP/Phone Systems | Digital Communication Tools

What Makes You a Strong Fit

You’ll likely thrive in this role if you:

• Understand how HVAC and plumbing service calls work

• Are comfortable handling a high volume of inbound calls

• Can confidently guide customers toward booking

• Are persuasive without sounding scripted or pushy

• Stay calm when customers have urgent service problems

• Balance excellent customer service with sales and conversion goals

• Are comfortable introducing memberships and additional services

• Work quickly while maintaining accurate records

• Follow up consistently and take ownership through resolution

• Understand that every customer interaction can impact both retention and revenue

What a Typical Day Looks Like

Your day may begin by reviewing open customer requests, scheduled appointments, and any follow-ups requiring attention.

Throughout the day, you’ll answer inbound HVAC and plumbing calls, identify customer needs and urgency, convert inquiries into booked appointments, and coordinate technician availability with dispatch.

You’ll also introduce maintenance memberships and relevant services, handle customer objections or concerns, update CRM records, and coordinate with operations teams to keep service requests moving.

You may finish by reviewing outstanding requests and monitoring booking and conversion performance.

In short: you turn inbound service inquiries into booked appointments, satisfied customers, and recurring revenue.

Key Metrics for Success

• Call-to-booking conversion rate

• Total appointments booked

• Membership sales and close rate

• Customer satisfaction and call quality

• Scheduling accuracy and efficiency

• CRM documentation accuracy

• Response and call-handling times

• Customer retention and repeat-service opportunities

• Follow-up completion rates

Why This Role Stands Out

• Direct impact on both customer experience and company revenue

• High-ownership role with clear, measurable performance goals

• Opportunity to combine customer service, inbound sales, scheduling, and home services operations

• Stable full-time remote position

• Exposure to fast-paced U.S. HVAC and plumbing operations

• Career growth opportunities into:

• Customer Service Team Lead

• Senior Customer Success Manager

• Dispatch / Scheduling Lead

• Home Services Operations Manager

Interview Process

• Initial Application

• Spark Hire One-Way Video Interview

• Interview with Pavago Recruiter

• Client Interview

• Offer & Onboarding

Spark Hire Video Interview – Required

As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.

After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.

Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.

Apply Now

If you have HVAC or plumbing customer service experience, know how to convert inbound calls into appointments, and enjoy balancing customer care with sales performance, we’d love to hear from you.

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