Inbound Sales & Customer Service Representative (Home Services) at Pavago

, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Inbound Sales, Customer Service, Call Handling, Appointment Scheduling, Membership Sales, Upselling, CRM Usage, Objection Handling, Empathy, Professionalism, Goal Orientation, Coaching Adaptability, Call Flow Adherence, Customer Satisfaction, Plumbing Knowledge (Plus), ServiceTitan (Plus)

Industry

Staffing and Recruiting

Description

Job Title: Inbound Sales & Customer Service Representative (Home Services) Position Type: Full-Time, Remote Working Hours: U.S. Hours (Evening & weekend shifts included on a rotating schedule) About the Role We’re hiring an Inbound Sales & Customer Service Representative to handle high-volume inbound calls, help customers resolve plumbing needs, and confidently guide them toward booked service appointments and membership options. This role is ideal for someone who enjoys helping customers over the phone, thrives in a structured sales environment, and wants to grow their skills in inbound sales, scheduling, and customer experience — with clear processes, scripts, and support to succeed. You’ll play a key role in driving revenue while delivering a calm, professional, and customer-first phone experience. What You'll be Responsible For Inbound Calls & Customer Conversations Handle inbound customer calls with empathy, professionalism, and confidence Understand customer concerns and recommend appropriate service solutions Guide conversations toward booked service appointments using proven call flows Scheduling, Sales & Membership Support Schedule plumbing service appointments accurately and efficiently Introduce and explain the Pipeline Club membership where appropriate Identify upsell opportunities while keeping the customer experience first Systems, Documents & Tools Accurately log all calls, bookings, and notes in the CRM Follow documented scripts, workflows, and call processes Provide feedback to help improve call flows, tools, and overall efficiency Customer Experience & Team Collaboration Handle customer concerns or escalations professionally Maintain consistent call quality and customer satisfaction standards Collaborate with offshore team members to ensure smooth service delivery What Makes You a Strong Fit You’re confident speaking with customers over the phone and build rapport easily You enjoy helping people and driving outcomes You’re accountable, reliable, and comfortable working toward clear goals You’re open to coaching, feedback, and continuous improvement You adapt quickly in fast-paced, call-driven environments Required Experience & Skills Experience in inbound sales, call center sales, or customer service Proven ability to convert inbound inquiries into booked appointments Strong communication, objection-handling, and upselling skills Comfort using CRM systems and call management tools Home services, HVAC, or plumbing experience is a plus, not a requirement Experience with ServiceTitan or similar platforms is a plus What a Typical Day Looks Like On a typical day, you’ll: Handle inbound customer calls during your scheduled shift Listen to customer needs and recommend appropriate services Schedule service appointments and present membership options Log interactions accurately and follow call processes Contribute ideas to improve customer experience and conversions In short: You help customers get the service they need — and help the business grow through consistent, high-quality inbound sales conversations. Performance Expectations & Support This role has clear performance targets, supported by structured onboarding, scripts, and ongoing coaching. Success is measured through a combination of conversion, accuracy, and customer experience — not just speed. Key metrics include: Call-to-booking conversion rate (target-driven, supported during ramp-up) Pipeline Club membership close rate Accurate CRM documentation Call quality and customer satisfaction Interview Process Initial Screening Call Interview with Pavago Recruiter Client Interview Offer & Onboarding

Responsibilities

The representative will handle high-volume inbound calls to assist customers with plumbing needs, confidently guiding them toward booking service appointments and explaining membership options. Key duties include accurately scheduling services, introducing the membership program, and identifying upsell opportunities while maintaining a professional customer experience.