Customer Sales Representative - HVAC & Plumbing

Description

**Job Title: Customer Sales Representative – HVAC \& Plumbing****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours (including evenings and weekends as needed) **About the Role** We’re hiring a Customer Sales Representative (CSR) to serve as the front line of customer communication for a fast\-paced HVAC \& Plumbing business. This role is responsible for handling high\-volume inbound calls, converting customer inquiries into booked service appointments, and promoting the company’s Pipeline Club membership program. You will play a direct role in driving revenue growth while delivering a professional, empathetic, and customer\-first experience on every interaction. The ideal candidate is confident on the phone, sales\-oriented, highly organized, and motivated by performance metrics and customer satisfaction. **Responsibilities****Inbound Sales \& Customer Call Handling*** Professionally handle inbound customer calls with empathy, confidence, and urgency * Convert inbound inquiries into booked plumbing and HVAC service appointments * Maintain a target call\-to\-booking conversion rate of 85% or higher * Build trust quickly and guide customers toward appropriate service solutions * Handle objections professionally while maintaining a positive customer experience **Appointment Scheduling \& Membership Sales*** Efficiently schedule appointments based on technician availability and customer needs * Identify upsell opportunities during customer conversations * Promote and sell the Pipeline Club membership program during eligible calls * Achieve a minimum 10% membership close rate * Contribute toward the goal of selling 35 memberships within the first 90 days **CRM, Documentation \& Process Management*** Accurately log customer interactions, notes, bookings, and follow\-ups in the CRM * Follow established scripts, workflows, and call\-handling procedures consistently * Document successful approaches and contribute ideas to improve conversion performance * Maintain organized and compliant customer records **Customer Experience \& Escalation Handling*** Deliver a customer\-first experience on every interaction * Handle escalated customer concerns calmly and professionally * Ensure customers feel heard, supported, and informed throughout the process * Support offshore and internal teams to maintain service consistency and quality **Systems \& Operational Improvement*** Quickly adapt to new tools, systems, and workflows * Use CRM and call\-management tools efficiently (ServiceTitan experience is a plus) * Provide feedback on call scripts, systems, and workflows to improve team performance and operational efficiency **What Makes You a Perfect Fit*** Confident and empathetic communicator who builds rapport naturally over the phone * Sales\-minded professional who enjoys converting conversations into outcomes * Highly accountable and motivated by performance metrics and customer satisfaction * Organized, disciplined, and dependable in fast\-paced environments * Comfortable working evening and weekend shifts when required * Adaptable and quick to learn new systems, tools, and processes **Required Experience \& Skills*** Proven experience in sales, customer service, or appointment setting * Background in plumbing, HVAC, home services, or trades is strongly preferred * Demonstrated success converting inbound calls into booked appointments * Strong objection\-handling, upselling, and customer communication skills * Experience using CRM systems and call\-management software * High level of accountability for bookings, call quality, and customer outcomes **Preferred Experience \& Skills*** Experience with ServiceTitan or similar field service software * Experience selling service memberships or maintenance plans * Familiarity with scheduling workflows in home service industries * Previous experience supporting U.S.\-based customers remotely **What Does a Typical Day Look Like?** A Customer Sales Representative’s day revolves around converting inbound calls into booked jobs while delivering an exceptional customer experience. You will: * Handle inbound customer calls throughout your scheduled shift * Listen carefully to customer concerns and recommend appropriate service solutions * Schedule appointments and present Pipeline Club membership options * Accurately document customer interactions and booking details in the CRM * Follow call scripts and workflows while maintaining natural, customer\-friendly conversations * Handle escalations professionally and contribute feedback for operational improvements In short: you help drive company growth and customer satisfaction by turning inbound inquiries into booked services and long\-term customer relationships. **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 * Customer satisfaction and call quality scores * Consistent attendance, responsiveness, and execution quality **What We Offer*** Full\-time remote position aligned with U.S. business hours * Structured systems, scripts, and operational support * Opportunity to directly impact company revenue and customer growth * Performance\-driven environment with measurable success metrics * Career growth opportunities within customer experience and sales operations * Competitive compensation package **Interview Process*** Initial Screening Call * Interview with Pavago Recruiter * Client Interview * Offer \& Onboarding \#CustomerService \#InboundSales \#HVAC \#Plumbing \#RemoteJobs \#CustomerSupport \#AppointmentSetting \#ServiceTitan \#SalesRepresentative \#CallCenter \#CustomerExperience \#RemoteWork