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 idóneo 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

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📌 Customer Sales Representative - HVAC & Plumbing (México)
🏢 Pavago
📍 México