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

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.

Apply today and take direct ownership of bookings, membership sales, customer experience, and revenue performance within a fast-paced U.S. home services environment.

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Originally posted on Himalayas

Customer Success Manager - HVAC & Plumbing

Job Description