Customer Success Manager - HVAC & Plumbing

7 hours, 8 minutes ago
Full-time
Mid Level
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Answer high-volume inbound HVAC and plumbing calls professionally and efficiently.
  • Convert customer inquiries, including emergency service requests and maintenance calls, into booked service appointments.
  • Coordinate scheduling and dispatch by aligning technician availability and optimizing routing.
  • Promote membership programs and recommend additional services when appropriate to increase revenue.
  • Handle objections and guide conversations confidently to maximize booking and conversion rates.
  • Deliver empathetic, professional customer interactions and manage escalated or frustrated callers calmly.
  • Maintain accurate CRM records, including customer information, service requests, appointment details, and call notes.
  • Follow call scripts, scheduling procedures, and internal workflows to ensure operational accuracy.
  • Collaborate with internal teams to improve booking conversion, customer experience, and scheduling efficiency.
  • Track performance against booking, membership sales, customer satisfaction, and documentation KPIs.

Requirements

  • Prior HVAC or plumbing customer service experience is required.
  • Proven ability to convert inbound calls into booked appointments.
  • Strong phone communication and active listening skills.
  • Experience using CRM systems, scheduling tools, and customer support platforms.
  • Strong upselling, objection handling, and scheduling coordination skills.
  • High attention to detail in documentation and communication.
  • Comfortable handling high call volume daily.
  • Customer-focused while still performance-driven.
  • Calm, organized, and dependable under pressure.
  • Must be available to work U.S. business hours.

Benefits

  • Full-time remote position.
  • Stable opportunity aligned with U.S. business hours.
  • Opportunity to grow within HVAC/plumbing operations and customer success.
  • Direct impact on revenue and customer experience.
  • Fast-paced, performance-driven environment.
  • Strong ownership and measurable performance impact.

Interested in this position?

Apply directly on the company website

Apply Now

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