Customer Success Manager - HVAC & Plumbing

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

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

At Pavago, one of our clients is hiring a Customer Success Manager with HVAC and/or plumbing industry experience to handle 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 bookings, revenue, membership sales, and customer retention.

You’ll be the first point of contact for customers who need HVAC or plumbing services, helping them understand their options, confidently guiding the conversation, and getting the right service booked quickly.

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

Inbound Calls & Appointment Booking

• Handle high-volume inbound HVAC and plumbing service calls.
• Convert customer inquiries into confirmed appointments.
• Assist customers with:
• Emergency service requests
• Repairs and maintenance
• Scheduling inquiries
• General service questions
• Ask the right questions to understand the customer’s needs.
• Build appropriate urgency and confidence to maximize booking rates.
• Maintain a professional, helpful 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 and appointment information.
• Follow scheduling and dispatch procedures consistently.
• Help minimize scheduling conflicts and missed opportunities.

Membership Sales & Upselling

• Introduce HVAC and plumbing maintenance memberships when appropriate.
• Recommend relevant additional services based on customer needs.
• Explain membership benefits clearly and confidently.
• Handle common objections 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.
• Ensure customers feel heard, informed, and supported.
• Resolve routine concerns while escalating issues appropriately.
• Help create an experience that encourages repeat business and long-term loyalty.

CRM & Documentation

• Maintain accurate records of:
• Customer information
• Service requests
• Appointment details
• Call notes
• Follow-up requirements
• Keep CRM records complete and current.
• Follow established call scripts, workflows, and documentation standards.

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

You’ll likely succeed 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 customer service with sales and conversion goals.
• Work quickly while maintaining accurate records.
• Take ownership of every customer interaction through resolution.

Your day may include:

• Answering inbound HVAC and plumbing calls.
• Identifying customer needs and urgency.
• Converting inquiries into booked appointments.
• Coordinating technician schedules and dispatch availability.
• Selling maintenance memberships and relevant services.
• Handling customer objections and concerns.
• Updatin…