Pavago
HVAC & Plumbing
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at Pavago. Skills: Inbound Call Handling, Appointment Booking, Membership Sales, Customer Experience. Handle high-volume inbound service calls. Book HVAC & plumbing appointments”
What You'll Achieve.
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
Industry & Context.
What They're Looking For.
Must Have
Prior HVAC or plumbing customer service experience, Proven ability to convert inbound calls into booked appointments, phone communication and active listening skills, Experience using CRM systems, Experience using scheduling tools, Experience using customer support platforms, Strong upselling skills, Strong objection handling skills, Strong scheduling coordination skills, High attention to detail in documentation and communication
Nice to Have
Comfortable handling high call volume daily, Customer-focused while still performance-driven, Calm and organized under pressure, Dependable during U. S. business hours, multitasker with excellent follow-through
What You'll Do.
Handle high-volume inbound service calls
Book HVAC & plumbing appointments
Coordinate scheduling and dispatch
Sell memberships and additional services
Drive revenue through call conversion
Answer inbound calls professionally
Convert customer inquiries into booked appointments
Handle emergency service requests
Handle scheduling inquiries
Handle maintenance calls
Handle general customer questions
Build urgency and confidence
Deliver smooth customer experience
Schedule appointments accurately
Coordinate technician availability
Optimize scheduling flow
Promote membership programs
Recommend additional services
Handle objections confidently
Deliver empathetic interactions
Handle escalated customers calmly
Maintain accurate records
Ensure CRM documentation is complete
Follow scheduling procedures
Follow internal workflows
Contribute ideas for improvement
Collaborate with internal teams
How You'll Work.
Team & Collaboration
Collaborate with internal teams to maintain operational flow and service quality
Communication Scope
phone communication; active listening skills
Full Job 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 & Re
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