About the job
Job Title: Inbound Sales & Customer Service Representative (Home Services)
Position Type: Full-Time, Remote
Working Hours: U.S. Hours (Evening & weekend shifts included on a rotating schedule)
About the Role
Join our team at Pavago as an Inbound Sales & Customer Service Representative. In this role, you will manage high-volume inbound calls, assist customers with their plumbing needs, and expertly guide them towards booking service appointments and exploring membership options.
This position is perfect for individuals who are passionate about assisting customers over the phone, excel in a structured sales environment, and are eager to enhance their skills in inbound sales, scheduling, and customer experience. You will benefit from clear processes, scripts, and dedicated support to help you thrive.
Your contribution will be essential in generating revenue while providing a calm, professional, and customer-centric phone experience.
Key Responsibilities
Inbound Calls & Customer Interactions
- Manage inbound customer calls with empathy, professionalism, and confidence
- Assess customer needs and recommend suitable service solutions
- Direct conversations towards scheduling service appointments using established call flows
Sales, Scheduling & Membership Support
- Efficiently schedule plumbing service appointments
- Introduce and articulate the benefits of the Pipeline Club membership when relevant
- Identify upsell opportunities while prioritizing customer satisfaction
Systems & Documentation
- Log all calls, bookings, and notes accurately in the CRM
- Adhere to documented scripts, workflows, and call processes
- Provide feedback to enhance call flows, tools, and overall efficiency
Customer Experience & Team Collaboration
- Manage customer concerns or escalations with professionalism
- Ensure consistent call quality and uphold customer satisfaction standards
- Collaborate with offshore team members to guarantee seamless service delivery

