Pavago
HVAC & Plumbing
CustomerSuccessManager
“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
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