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…