Customer Sales Representative - HVAC & Plumbing

Job Title: Customer Sales Representative - HVAC & Plumbing

Position Type: Full-Time, Remote

Working Hours: U.S. Hours

About the Role

We’re hiring a Customer Sales Representative (CSR) to handle high-volume inbound calls, convert inquiries into booked plumbing jobs, and promote the Pipeline Club membership program. This role is central to driving revenue, improving conversion rates, and delivering a strong, customer-first phone experience through clear, confident communication.

Responsibilities

Inbound Sales & Call Management

• Professionally handle inbound customer calls with empathy, clarity, and confidence.
• Convert customer inquiries into booked plumbing jobs, targeting an 85% call-to-booking conversion rate.
• Actively listen to customer needs and guide conversations toward effective service solutions.

Scheduling, Upselling & Membership Sales

• Efficiently schedule service appointments while identifying upsell opportunities.
• Promote and sell the Pipeline Club membership during eligible calls.
• Achieve a minimum 10% membership close rate, targeting 35 memberships within the first 90 days.

Process, Documentation & Systems

• Document call scripts, workflows, and best practices to improve consistency and performance.
• Contribute to building scalable systems that enhance conversion rates and membership sales efficiency.

Technology, Tools & Optimization

• Use CRM and call tools to accurately log interactions, adopt new technologies quickly, and share feedback to improve processes and workflows.

Customer Experience & Team Support

• Handle escalated customer interactions professionally, uphold customer-first standards, and support offshore team members to ensure consistent service quality.

What Makes You a Perfect Fit

• You are a confident, empathetic communicator who builds rapport easily over the phone.
• You take ownership of customer outcomes and conversion performance.
• You are reliable, disciplined, and comfortable working evening and weekend shifts.
• You enjoy helping customers while also driving sales and membership adoption.
• You adapt quickly to new tools, scripts, and processes in a fast-paced environment.

Required Experience & Skills

• Proven experience in sales or customer service, preferably in plumbing, home services, or trades.
• Demonstrated ability to convert inbound calls into booked appointments.
• Experience with CRM systems and call management tools (ServiceTitan experience is a plus).
• Strong sales, upselling, and objection-handling skills.
• High level of accountability for call quality, bookings, and customer experience.

What Does a Typical Day Look Like ?

A CSR’s day is focused on delivering exceptional customer experiences while consistently converting inbound calls into booked jobs and memberships. You will:

• Handle inbound customer calls throughout your scheduled shift.
• Listen carefully to customer concerns and recommend appropriate services.
• Schedule plumbing appointments and present Pipeline Club membership options.
• Log all interactions accurately in the CRM and follow established call processes.
• Handle escalations professionally and contribute to ongoing process improvements.

In short: You drive growth and customer satisfaction by turning inbound calls into booked services and long-term relationships through empathy, consistency, and execution.

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
• Consistent customer satisfaction and call quality scores

Interview Process

1. Initial Screening Call
2. Interview with Pavago Recruiter
3. Client Interview
4. Offer & Onboarding

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