Customer Sales Representative - HVAC & Plumbing

Job Title: Customer Sales Representative – HVAC & Plumbing

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (including evenings and weekends as needed)

About the Role

We’re hiring a Customer Sales Representative (CSR) to serve as the front line of customer communication for a fast-paced HVAC & Plumbing business.

This role is responsible for handling high-volume inbound calls, converting customer inquiries into booked service appointments, and promoting the company’s Pipeline Club membership program. You will play a direct role in driving revenue growth while delivering a professional, empathetic, and customer-first experience on every interaction.

The ideal candidate is confident on the phone, sales-oriented, highly organized, and motivated by performance metrics and customer satisfaction.

Responsibilities

Inbound Sales & Customer Call Handling

• Professionally handle inbound customer calls with empathy, confidence, and urgency
  • Convert inbound inquiries into booked plumbing and HVAC service appointments
  • Maintain a target call-to-booking conversion rate of 85% or higher
  • Build trust quickly and guide customers toward appropriate service solutions
  • Handle objections professionally while maintaining a positive customer experience

Appointment Scheduling & Membership Sales

• Efficiently schedule appointments based on technician availability and customer needs
  • Identify upsell opportunities during customer conversations
  • Promote and sell the Pipeline Club membership program during eligible calls
  • Achieve a minimum 10% membership close rate
  • Contribute toward the goal of selling 35 memberships within the first 90 days

CRM, Documentation & Process Management

• Accurately log customer interactions, notes, bookings, and follow-ups in the CRM
  • Follow established scripts, workflows, and call-handling procedures consistently
  • Document successful approaches and contribute ideas to improve conversion performance
  • Maintain organized and compliant customer records

Customer Experience & Escalation Handling

• Deliver a customer-first experience on every interaction
  • Handle escalated customer concerns calmly and professionally
  • Ensure customers feel heard, supported, and informed throughout the process
  • Support offshore and internal teams to maintain service consistency and quality

Systems & Operational Improvement

• Quickly adapt to new tools, systems, and workflows
  • Use CRM and call-management tools efficiently (ServiceTitan experience is a plus)
  • Provide feedback on call scripts, systems, and workflows to improve team performance and operational efficiency

What Makes You a Perfect Fit

• Confident and empathetic communicator who builds rapport naturally over the phone
  • Sales-minded professional who enjoys converting conversations into outcomes
  • Highly accountable and motivated by performance metrics and customer satisfaction
  • Organized, disciplined, and dependable in fast-paced environments
  • Comfortable working evening and weekend shifts when required
  • Adaptable and quick to learn new systems, tools, and processes

Required Experience & Skills

• Proven experience in sales, customer service, or appointment setting
  • Background in plumbing, HVAC, home services, or trades is strongly preferred
  • Demonstrated success converting inbound calls into booked appointments
  • Strong objection-handling, upselling, and customer communication skills
  • Experience using CRM systems and call-management software
  • High level of accountability for bookings, call quality, and customer outcomes

Preferred Experience & Skills

• Experience with ServiceTitan or similar field service software
  • Experience selling service memberships or maintenance plans
  • Familiarity with scheduling workflows in home service industries
  • Previous experience supporting U.S.-based customers remotely

What Does a Typical Day Look Like?

A Customer Sales Representative’s day revolves around converting inbound calls into booked jobs while delivering an exceptional customer experience. You will:

• Handle inbound customer calls throughout your scheduled shift
  • Listen carefully to customer concerns and recommend appropriate service solutions
  • Schedule appointments and present Pipeline Club membership options
  • Accurately document customer interactions and booking details in the CRM
  • Follow call scripts and workflows while maintaining natural, customer-friendly conversations
  • Handle escalations professionally and contribute feedback for operational improvements

In short: you help drive company growth and customer satisfaction by turning inbound inquiries into booked services and long-term customer relationships.

Key Metrics for Success (KPIs)

• Call-to-booking conversion rate: 85% target
  • Pipeline Club membership close rate: 10%+
  • Memberships sold: 35 within the first 90 days
  • CRM accuracy and documentation compliance
  • Customer satisfaction and call quality scores
  • Consistent attendance, responsiveness, and execution quality

What We Offer

• Full-time remote position aligned with U.S. business hours
  • Structured systems, scripts, and operational support
  • Opportunity to directly impact company revenue and customer growth
  • Performance-driven environment with measurable success metrics
  • Career growth opportunities within customer experience and sales operations

• Competitive compensation package

Interview Process

• Initial Screening Call

• Interview with Pavago Recruiter

• Client Interview

• Offer & Onboarding

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