Summary: This remote Customer Sales Representative role focuses on converting inbound inquiries into booked plumbing jobs and promoting a membership program through empathetic, confident communication and a customer-first approach. Highlights: 1. Handle high-volume inbound calls with empathy and confidence 2. Drive revenue by converting inquiries into booked jobs and memberships 3. Uphold customer-first standards and contribute to process improvements **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** * Initial Screening Call * Interview with Pavago Recruiter * Client Interview * Offer \& Onboarding. \#LI\-AG1