Customer Success Manager HVAC & Plumbing

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:

  • 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.