Customer Success Manager - HVAC & Plumbing

Customer Success Manager – HVAC & Plumbing | Inbound Sales & Scheduling | Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role

At Pavago , one of our clients is hiring a Customer Success Manager with hands-on HVAC and/or plumbing industry experience to manage inbound customer calls, convert service inquiries into booked appointments, coordinate scheduling, and deliver an excellent customer experience.

This is not a passive customer support role. Your performance will directly impact appointment bookings, revenue, membership sales, and customer retention .

As the first point of contact for customers needing HVAC or plumbing services, you’ll quickly understand their needs, communicate appropriate options, create confidence and urgency when necessary, and get the right service scheduled.

If you understand the home services industry and know how to turn inbound calls into booked appointments without sacrificing customer experience , this role is a strong fit.
What You’ll Own
Inbound Calls & Appointment Booking

- Handle high-volume inbound HVAC and plumbing service calls

- Convert customer inquiries into confirmed service appointments

- Assist customers with:

- Emergency service requests

- Repairs and maintenance

- Scheduling inquiries

- General service questions

- Ask effective questions to understand customer needs and service urgency

- Build appropriate urgency and confidence to maximize booking rates

- Guide customers toward clear next steps

- Maintain a professional, helpful, and solutions-focused experience on every call

Scheduling & Dispatch Coordination

- Schedule service appointments accurately based on customer needs and technician availability

- Coordinate with dispatch and field teams to maintain an efficient schedule

- Categorize service requests correctly

- Capture complete customer, property, and appointment information

- Follow scheduling and dispatch procedures consistently

- Help minimize scheduling conflicts and missed opportunities

- Communicate schedule-related updates clearly to customers and internal teams

Membership Sales & Upselling

- Introduce HVAC and plumbing maintenance memberships when appropriate

- Recommend relevant additional services based on customer needs

- Clearly explain membership features and benefits

- Handle common sales objections professionally

- Identify opportunities to increase customer value without being overly aggressive

- Contribute toward membership, booking, and conversion targets

Customer Experience & Retention

- Provide empathetic, solutions-focused customer service

- Handle frustrated or concerned customers calmly and professionally

- Ensure customers feel heard, informed, and supported

- Resolve routine concerns while escalating more complex issues appropriately

- Follow up on open customer requests when necessary

- Help create an experience that encourages repeat business and long-term loyalty

- Take ownership of customer interactions through resolution

CRM & Documentation

- Maintain accurate records of:

- Customer information

- Service requests

- Appointment details

- Call notes

- Follow-up requirements

- Keep CRM and scheduling records complete and current

- Follow established call scripts, workflows, and documentation standards

- Ensure accurate information is available to dispatch, technicians, and operations teams

Requirements

- Previous HVAC and/or plumbing customer service experience is required

- Proven experience converting inbound calls into booked service appointments

- Strong phone communication and active listening skills

- Experience with CRM, scheduling, dispatch, or customer service systems

- Strong appointment scheduling and coordination skills

- Experience with upselling or membership/service-plan sales

- Confident objection-handling ability

- Strong attention to detail and documentation accuracy

- Excellent written and verbal English commun