Inbound Sales & Customer Service Representative - (Home Services)

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.

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
• 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

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.

and turn conversations into results.