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Customer Success Manager - HVAC & Plumbing

8 hours, 37 minutes ago
Argentina, El Salvador, Colombia, Costa Rica
Full-time
Mid Level
Business Development
Customer and Technical Support
Apply Now
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
View All Jobs 351

Description

  • Handle high-volume inbound HVAC and plumbing calls, including emergency requests, repairs, maintenance, and general inquiries.
  • Convert customer inquiries into confirmed service appointments by assessing needs and urgency.
  • Coordinate appointment scheduling with dispatch, technicians, and field teams.
  • Introduce maintenance memberships and recommend relevant additional services.
  • Handle objections and contribute to booking, conversion, and membership sales targets.
  • Provide empathetic support, resolve routine concerns, and escalate complex issues appropriately.
  • Maintain accurate CRM, scheduling, customer, appointment, call, and follow-up records.
  • Follow up on open requests and take ownership of customer interactions through resolution.
  • Monitor booking, conversion, customer satisfaction, scheduling accuracy, and follow-up performance.

Requirements

  • Previous HVAC and/or plumbing customer service experience is required.
  • Proven experience converting inbound calls into booked service appointments.
  • Strong phone communication, active listening, written, and verbal English skills.
  • Experience with CRM, scheduling, dispatch, customer service, VOIP, or related systems.
  • Strong appointment scheduling, coordination, documentation, and attention-to-detail skills.
  • Experience with upselling, membership sales, or service-plan sales.
  • Confident objection-handling and customer retention abilities.
  • Comfort handling high-volume inbound interactions and urgent customer concerns.
  • Ability to work independently and reliably during U.S. business hours in a remote environment.
  • Preferred: Experience with a U.S.-based HVAC or plumbing company, home services operations, maintenance plans, technician coordination, KPI-driven call centers, or performance tracking.
  • Completion of a required Spark Hire one-way video interview during the application process.

Benefits

  • Full-time remote position.
  • Stable work aligned with U.S. business hours.
  • Direct ownership of measurable customer experience, booking, membership, and revenue outcomes.
  • Career growth opportunities into team lead, senior customer success, dispatch, scheduling, or operations management roles.
  • Exposure to fast-paced U.S. HVAC and plumbing operations.

Interested in this position?

Apply directly on the company website

Apply Now

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