Customer Sales Representative - HVAC & Plumbing

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Job Overview

The position of Customer Sales Representative (CSR) for HVAC & Plumbing is available with Pavago, a company known for its focus on delivering excellent customer service. This full-time remote role is primarily focused on handling high-volume inbound calls, converting inquiries into booked plumbing jobs, and promoting the Pipeline Club membership program. It’s a sales-driven position that aims to significantly contribute to revenue growth and improvement of conversion rates through effective customer interaction. The role requires working during U.S. hours from Mexico.

Responsibilities

The role encompasses several critical responsibilities:

• Inbound Sales & Call Management: Professionally manage inbound customer calls with empathy and clarity. This includes converting inquiries into booked plumbing jobs, with a target conversion rate of 85%.

• Scheduling, Upselling & Membership Sales: Efficiently schedule service appointments while identifying upsell opportunities. The CSR is also expected to promote the Pipeline Club membership, aiming for a minimum close rate of 10% and achieving 35 memberships within the first 90 days.

• Process, Documentation & Systems: Document all call scripts, workflows, and best practices to enhance consistency and performance. The CSR will also contribute to creating scalable systems to promote efficiency in conversion rates and membership sales.

• Technology, Tools & Optimization: Use CRM and call management tools to log interactions accurately. Quick adaptation to new technologies for process improvement is encouraged.

• Customer Experience & Team Support: Handle escalated customer interactions while maintaining high standards of service quality and assist offshore team members to ensure a consistent service experience.

Ideal Candidate Profile

To thrive in this role, here are some essential traits and skills:

• A confident and empathetic communicator who can build rapport easily over the phone.
• A capability to take responsibility for both customer outcomes and conversion performance.
• Reliability and discipline, along with the flexibility to work during evenings and weekends.
• A strong desire to help customers while being driven towards sales and membership adoption.
• The ability to adapt swiftly to new tools and processes in a high-paced environment.

Required Experience & Skills

The position necessitates specific experiences and skills such as:

• Proven experience in sales or customer service, ideally within plumbing, home services, or trades.
• Demonstrated success in converting inbound calls into scheduled appointments.
• Familiarity with CRM systems and call management tools, with experience in ServiceTitan being a plus.
• Strong skills in sales, upselling, and handling objections from customers.
• A high degree of accountability for maintaining call quality, booking rates, and overall customer experience.

Daily Responsibilities

A typical day for a CSR involves:

• Handling inbound customer calls during the scheduled shift.
• Actively listening to customer concerns and recommending appropriate services based on their needs.
• Scheduling plumbing services and presenting the Pipeline Club membership options to interested clients.
• Accurately logging all customer interactions in the CRM and adhering to established call processes.
• Skillfully managing escalated calls and contributing to ongoing improvements in procedures.

In essence, the CSR drives growth and customer satisfaction by effectively converting inbound calls into booked services, while fostering long-term relationships through empathy and consistent execution.

Key Performance Metrics (KPIs)

Success in this position will be measured against the following metrics:

• Call-to-booking conversion rate target of 85%.
• Achieving a 10% or higher membership close rate.
• Selling at least 35 memberships within the first 90 days.
• Maintaining accuracy and compliance in CRM documentation.
• Consatining elevated customer satisfaction and call quality scores.

Interview Process

Candidates can expect a multi-step interview process that includes:

• Initial screening call.
• An interview with a Pavago recruiter.
• Client interview to assess fit for the specific role.
• Offer and onboarding process for successful candidates.

This job offer was originally published on himalayas.app