Customer Success Manager - HVAC & Plumbing

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.