[Hiring] Customer Sales Representative - HVAC & Plumbing @Pavago

Role Description

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 scores

Interview Process

• Initial Screening Call
• Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding