Customer Success Manager - HVAC & Plumbing

Customer Success Manager – HVAC & Plumbing | Inbound Sales & Scheduling | RemotePosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleAt 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-related updates clearly to customers and internal teams Membership Sales & Upselling Introduce HVAC and plumbing maintenance memberships when appropriate Recommend relevant additional services based on customer needs Clearly explain membership features and benefits Handle common sales objections professionally Identify opportunities to increase customer value without being overly aggressive Contribute toward membership, booking, and conversion targets Customer Experience & Retention Provide empathetic, solutions-focused customer service Handle frustrated or concerned customers calmly and professionally Ensure customers feel heard, informed, and supported Resolve routine concerns while escalating more complex issues appropriately Follow up on open customer requests when necessary Help create an experience that encourages repeat business and long-term loyalty Take ownership of customer interactions through resolution CRM & Documentation Maintain accurate records of: Customer information Service requests Appointment details Call notes Follow-up requirements Keep CRM and scheduling records complete and current Follow established call scripts, workflows, and documentation standards Ensure accurate information is available to dispatch, technicians, and operations teams Requirements Previous HVAC and/or plumbing customer service experience is required Proven experience converting inbound calls into booked service appointments Strong phone communication and active listening skills Experience with CRM, scheduling, dispatch, or customer service systems Strong appointment scheduling and coordination skills Experience with upselling or membership/service-plan sales Confident objection-handling ability Strong attention to detail and documentation accuracy Excellent written and verbal English communication skills Comfortable handling high-volume inbound customer interactions Ability to work independently in a remote environment Ability to work reliably during U.S. business hours Nice to Have Experience working directly with a U.S.-based HVAC or plumbing company Experience in broader home services environments Familiarity with HVAC maintenance plans or service memberships Experience coordinating with technicians and dispatch teams Experience working in a KPI-driven call center or customer service environment Experience tracking booking, conversion, and membership sales performance Tools & TechnologyCRM Systems | Scheduling Platforms | Dispatch Systems | Customer Service Software | VOIP/Phone Systems | Digital Communication ToolsWhat Makes You a Strong FitYou’ll likely thrive in this role if you: Understand how HVAC and plumbing service calls work Are comfortable handling a high volume of inbound calls Can confidently guide customers toward booking Are persuasive without sounding scripted or pushy Stay calm when customers have urgent service problems Balance excellent customer service with sales and conversion goals Are comfortable introducing memberships and