# Customer Success Manager - HVAC & Plumbing

> Pavago · Colombia (Remote) · — · Posted 2026-05-15

**Workplace:** remote

**Department:** Candidate Sourcing

## 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.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/3CFB688248/apply)

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