Customer Success Manager - HVAC & Plumbing

Argentina
Permanente
Tiempo completo

Hace 2 días
Postúlese fácilmente

Job Title: Customer Success Manager – HVAC & PlumbingPosition Type: Full-Time, RemoteWorking Hours: U.S. HoursAbout the RoleWe’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue.You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth.ResponsibilitiesInbound Sales & Call Handling

Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence
Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate
Ask the right questions to understand the issue and recommend the most appropriate service

Scheduling, Upselling & Membership Sales

Schedule HVAC and plumbing appointments accurately and efficiently
Identify opportunities to upsell relevant services when appropriate
Promote and sell the membership program during eligible calls
Consistently work toward membership sales and booking targets

Process, Documentation & Accuracy

Log all calls, bookings, and customer details accurately in the CRM
Follow call scripts, workflows, and scheduling guidelines
Contribute ideas to improve call handling, conversion rates, and customer experience

Customer Experience & Team Collaboration

Handle escalated or sensitive customer situations calmly and professionally
Maintain a customer-first mindset on every call
Collaborate with team members to ensure consistent service quality

What Makes You a Perfect Fit

You have experience handling HVAC or plumbing customer calls
You are confident on the phone and know how to guide conversations toward bookings
You enjoy sales but genuinely care about helping customers solve problems
You take ownership of your results and conversion performance
You are dependable, disciplined, and comfortable working U.S. hours
You adapt quickly in a fast-paced, high-call-volume environment

Required Experience & Skills

Prior experience in HVAC or plumbing customer service or sales (must-have)
Proven ability to convert inbound calls into booked service appointments
Strong phone presence with excellent listening and communication skills
Experience working with CRMs or scheduling systems
Solid upselling and objection-handling skills
High attention to detail when documenting calls and bookings
Accountability for performance, call quality, and customer satisfaction

What Does a Typical Day Look Like ?Your day is focused on helping customers get the service they need while keeping schedules full. You will:

Handle inbound HVAC and plumbing calls throughout your shift
Understand customer issues and recommend the right service solution
Book appointments and present membership options when applicable
Accurately document all interactions in the CRM
Handle escalations professionally and follow established processes

In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution.Key Metrics for Success (KPIs)

Call-to-booking conversion rate
Membership close rate
Number of memberships sold
CRM accuracy and documentation quality
Customer satisfaction and call quality scores

Interview Process

Initial Screening Call
Interview with Pavago Recruiter
Client Interview
Offer & Onboarding

#LI-AG1

Pavago