Customer Success Manager - HVAC & Plumbing

Descripción del puesto

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.

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