Job Title

Job Title:Customer Sales Representative - HVAC & Plumbing Position Type:Full-Time, Remote Working Hours:U.S. HoursAbout 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 scoresInterview Process Initial Screening Call Interview with Pavago Recruiter Client Interview Offer & Onboarding#LI-AG1