Customer Sales Representative - HVAC & Plumbing at Pavago

, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

06 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Inbound Sales, Customer Service, Appointment Setting, Objection Handling, Upselling, CRM Management, ServiceTitan, Call Handling, Communication Skills, Scheduling, HVAC Knowledge, Plumbing Knowledge, Performance Metrics, Customer Experience, Rapport Building, Documentation

Industry

Staffing and Recruiting

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. ResponsibilitiesInbound 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

Responsibilities

Handle high-volume inbound calls to convert inquiries into booked HVAC and plumbing service appointments. Promote and sell the Pipeline Club membership program while maintaining high conversion rates and accurate CRM documentation.