Customer Sales Representative - HVAC & Plumbing - Remote Eligible
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.
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