Customer Sales Representative HVACPlumbing Services

Position Title: Customer Sales Representative
Employment Type: FullTime
Working Hours: CST 50 hours per week

About Pavago

Pavago is seeking a passionate and dedicated Customer Sales Representative to join our client’s team. In this role, youll be the first point of contact for potential customers, handling inbound and outbound calls, scheduling appointments, and providing exceptional service. Your responsibilities will also include promoting and selling the membership, upselling plumbing services, and contributing to process improvements. Ideal candidates will have prior experience in a home service business, with plumbing knowledge preferred, and must have excellent English proficiency. Strong communication skills, the ability to drive sales, and a customerfocused mindset are key to success in this role.

Responsibilities:

• Inbound Outbound Call Management: Professionally manage inbound and outbound calls, providing empathetic and knowledgeable assistance to customers while working toward an 85% calltobooking conversion rate.
• Scheduling & Upselling: Efficiently schedule service calls and identify upselling opportunities for plumbing services, repairs, maintenance options, and Pipeline Club memberships.
• Pipeline Club Sales: Achieve a 10% close rate on Pipeline Club memberships across all eligible calls, promoting the benefits of membership, including priority service, discounts, and complimentary services.
• System Building and Documentation: Assist in creating and documenting structured, repeatable processes for high call conversion and membership sales rates.
• Technology Integration: Utilize new tools and technologies to enhance the customer experience, streamline internal processes, and provide regular feedback to improve efficiency.
• Offshore Team Development: Support the training and integration of offshore teams for managing overflow and afterhours calls, ensuring quality standards and effective customer interactions.
• Active Listening and DeEscalation: Handle escalated calls with care, using active listening and deescalation techniques to manage customer concerns and ensure a positive experience.

• What Makes You a Perfect Fit:

  • Home Services Experience: Prior experience in customer service in home service business (HVAC or Plumbing services).
  • Sales & Service Expertise: Ability to convert leads into appointments and drive sales, especially in the home service industry.
  • CustomerFocused: Passionate about providing excellent service and offering valuedriven solutions to customers.
  • Adaptability: Quick to learn new tools and adapt to evolving processes, including proficiency in Service Titan and other tools.
  • Reliability: Consistent in meeting sales and conversion targets while maintaining a high standard of service.
  • Ownership: Takes responsibility for each customer interaction, ensuring it aligns with the companys values and mission.
  • Process Improvement: Proactively seeks to enhance systems and processes for greater efficiency and scalability.

  • Required Experience & Skills:

    • English Proficiency: Must have a high level of proficiency in English for clear and effective communication.
    • Customer Service Experience: Prior experience in customer service in home service business (HVAC or Plumbing services).
    • Plumbing Knowledge: Previous experience or knowledge of plumbing or HVAC services.
    • Sales Experience: A proven track record of meeting or exceeding sales targets in a fastpaced environment.
    • Technology Proficiency: Experience with CRM systems (Service Titan preferred) and other customer service tools.

    • What Does a Typical Day Look Like?

      A typical day in this role involves spending 180210 minutes per day on the phone with customers, managing inbound calls, scheduling service appointments, and converting leads into sales. Youll actively engage in upselling and promoting the Pipeline Club membership, ensuring you meet both daily and monthly sales targets. Collaboration with the team is key, as youll work together to refine call scripts, processes, and customer service protocols. Youll also provide feedback on technology usage and support the development of offshore teams managing overflow calls. Throughout the day, youll focus on personal growth, continuously improving your skills while maintaining a high standard of professionalism and customer care in every interaction.

      Interview Process:

      1. Initial Phone Call: A brief conversation to understand your experience and fit for the role.
      3. Video Interview: Brief call to discuss your experience, motivation, and suitability for the role.
      5. Final Interview: A comprehensive interview with the client to ensure mutual fit and alignment.
      7. Background Check: Verification of experience and references.