Description
Customer Success Manager (HVAC & Plumbing | Inbound Sales & Scheduling) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role
We’re hiring a high-energy Customer Success Manager with HVAC and plumbing industry experience to manage inbound customer calls, convert inquiries into booked appointments, and deliver an exceptional customer experience.
This is not a passive customer support role.
You will be responsible for:
- Handling high-volume inbound service calls
- Booking HVAC & plumbing appointments
- Coordinating scheduling and dispatch
- Selling memberships and additional services
- Driving revenue through strong call conversion

If you thrive in fast-paced phone environments and know how to guide conversations confidently while delivering excellent customer experience, this role is a strong fit.

What You’ll Own
Inbound Call Handling & Appointment Booking (Core Focus)
- Answer inbound HVAC and plumbing calls professionally and efficiently
- Convert customer inquiries into booked service appointments
- Handle:




- Emergency service requests
- Scheduling inquiries
- Maintenance calls
- General customer questions
- Build urgency and confidence during conversations to maximize booking rates
- Deliver a smooth and professional customer experience on every call

Scheduling & Dispatch Coordination
- Schedule appointments accurately and efficiently
- Coordinate technician availability and optimize scheduling flow
- Ensure:
- Accurate customer information
- Proper issue categorization
- Clean scheduling documentation
- Follow dispatch and scheduling workflows consistently

Membership Sales & Upselling
- Promote HVAC and plumbing membership programs during eligible calls
- Recommend additional services when appropriate
- Handle objections confidently and professionally
- Support:
- Booking goals
- Membership sales targets
- Conversion KPIs

Customer Experience & Retention
- Deliver empathetic and professional cu

📌 Customer Success Manager (Colombia)
🏢 Pavago
📍 Colombia