Customer Sales Representative - HVAC & Plumbing

# Customer Sales Representative - HVAC & Plumbing

> Pavago · Mexico (Remote) · — · Posted 2026-05-27

**Workplace:** remote

**Department:** Candidate Sourcing

## 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
## Apply
[Apply at Pavago](https://apply.workable.com/pavago/j/7D20F56086/apply)
---
Powered by [Workable](https://www.workable.com)