Customer Success Manager (HVAC & Plumbing)

Location: Remote from Colombia, Argentina, Costa Rica, or El Salvador; U.S. business hours required

Company

hirify.global is hiring for a client seeking customer success support within a U.S. HVAC and plumbing services environment.

What you will do

• Handle high-volume inbound HVAC and plumbing calls and convert service inquiries into confirmed appointments.
• Assess customer needs and urgency, explain service options, and guide customers toward clear next steps.
• Coordinate appointment scheduling with dispatchers and field technicians while maintaining accurate service and property information.
• Recommend maintenance memberships and relevant additional services, explain benefits, and handle sales objections.
• Resolve routine customer concerns, follow up on open requests, and support retention through empathetic service.
• Maintain complete CRM records, call notes, appointment details, and follow-up requirements.

Requirements

• Previous HVAC and/or plumbing customer service experience is required.
• Proven experience converting inbound calls into booked service appointments.
• Experience with CRM, scheduling, dispatch, or customer service systems.
• Strong phone communication, active listening, appointment coordination, and objection-handling skills.
• Experience with upselling or membership/service-plan sales and accurate documentation.
• Excellent English communication skills and reliable availability during U.S. business hours.

Nice to have

• Experience with a U.S.-based HVAC or plumbing company or broader home services environments.
• Familiarity with HVAC maintenance plans, service memberships, technician coordination, or dispatch teams.
• Experience in a KPI-driven call center and tracking booking, conversion, or membership sales performance.

Culture & Benefits

• Stable full-time remote position.
• High-ownership role with measurable booking, conversion, membership sales, customer satisfaction, and retention metrics.
• Direct impact on customer experience and revenue in a fast-paced U.S. home services environment.
• Career growth opportunities toward customer service leadership, senior customer success, dispatch and scheduling leadership, or home services operations management.

Hiring process

• Initial application followed by a required Spark Hire one-way video interview.
• Interview with a hirify.global recruiter, followed by a client interview.
• Offer and onboarding.