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 OwnInbound 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