• Job Description

  Req#: B9FCE17061
  Inbound Sales & Customer Service Representative (Home Services) - Remote High-Volume Calls Appointment Booking
  
  Position Type: Full-Time, Remote
  Working Hours: U.S. Hours (Evenings + Weekend Rotation Required)
  
  About the Role
  
  We're hiring an Inbound Sales & Customer Service Representative to handle high-volume inbound calls, assist customers with plumbing needs, and convert conversations into booked service appointments and memberships.
  
  This is a sales-driven customer service role - not just answering calls. You'll guide conversations, solve problems, and confidently move customers toward action.
  
  If you're comfortable on the phone, enjoy helping people, and want to build real inbound sales skills, this role is built for you.
  
  What You'll Own
  Inbound Calls & Sales Conversations
  
  • Handle high-volume inbound calls with confidence and professionalism
  • Understand customer needs and recommend the right service
  • Guide conversations toward booked appointments using proven scripts
  • Build trust quickly and maintain a calm, solution-focused tone
  
  
  Scheduling, Sales & Upselling
  
  • Book service appointments accurately and efficiently
  • Introduce and explain membership plans (Pipeline Club)
  • Identify upsell opportunities without hurting customer experience
  • Balance service + sales in every interaction
  
  
  CRM & Systems Management
  
  • Log calls, bookings, and notes accurately in CRM systems
  • Follow structured scripts, workflows, and SOPs
  • Maintain clean and complete customer records
  
  
  Customer Experience & Retention
  
  • Handle objections and concerns with confidence
  • De-escalate frustrated customers professionally
  • Deliver a consistent, high-quality customer experience
  
  
  Team Collaboration
  
  • Work closely with dispatch and operations teams
  • Coordinate with offshore team members for smooth service delivery
  • Share feedback to improve scripts, tools, and workflows
  
  
  What Success Looks Like
  
  • High call-to-booking conversion rates
  • Consistent appointment scheduling accuracy
  • Strong membership (Pipeline Club) conversions
  • Positive customer feedback and satisfaction
  • Clean, reliable CRM documentation
  
  
  What Makes You a Strong Fit
  
  • Confident on the phone - you don't hesitate to lead conversations
  • Naturally persuasive but still customer-first
  • Comfortable working toward clear sales targets
  • Organized and detail-oriented
  • Coachable and open to feedback
  • Thrive in fast-paced, call-heavy environments
  
  
  Requirements (Must-Have)
  Experience
  
  • Experience in:
  • Inbound sales
  • Call center sales
  • Customer service with conversion targets
  
  
  Core Skills
  
  • Proven ability to convert inbound calls into bookings
  • Strong objection handling and upselling ability
  • Clear, professional English communication
  • Experience using CRM or call management tools
  
  
  Nice to Have
  
  • Experience in home services (plumbing, HVAC, electrical)
  • Familiarity with field service tools like:
  • ServiceTitan
  • Experience in high-volume call environments
  • Membership or subscription sales experience
  
  
  What a Typical Day Looks Like
  
  • Handle inbound customer calls during your shift
  • Understand customer problems and recommend solutions
  • Book appointments and present membership options
  • Log all interactions in CRM
  • Follow structured call flows and improve performance daily
  
  In short:
  You turn inbound calls into revenue + satisfied customers.
  
  Performance Metrics (KPIs)
  
  • Call-to-booking conversion rate
  • Membership (Pipeline Club) close rate
  • CRM accuracy and completeness
  • Call quality and customer satisfaction
  • Consistency across shifts and call volume
  
  
  Why This Role Stands Out
  
  • Clear scripts, systems, and training (you're not guessing)
  • Strong coaching and performance support
  • Direct impact on revenue (not just support work)
  • Opportunity to grow into:
  • Sales roles
  • Team lead positions
  • Operations roles
  
  
  Interview Process
  
  • Initial Screening Call
  • Interview with Pavago Recruiter
  • Client Interview
  • Offer & Onboarding
  
  
  Apply Now
  
  If you can handle inbound calls, build trust fast, and confidently guide customers to a decision, this role gives you a clear path to grow in sales + customer experience.
  
  Apply now and turn conversations into results.

• About the company

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