Seasoned Customer Success Manager – HVAC & Plumbing Inbound Sales, Scheduling, Membership Growth, and Retention Specialist (Fully Remote) – Drive Customer Loyalty & Revenue

About brighthush

brighthush is a trailblazer in the HVAC and plumbing industry, redefining how homeowners and businesses experience comfort, safety, and energy efficiency. With a nationwide footprint and a reputation for unparalleled service, we empower our customers to enjoy reliable, high‑quality heating, ventilation, air‑conditioning, and plumbing solutions. Our mission is clear: to transform every service interaction into a lasting partnership that fuels customer satisfaction, loyalty, and sustainable growth.

As a fully remote, high‑performance organization, brighthush blends the flexibility of a modern workplace with the rigor of a results‑driven culture. We invest in our people, offering continuous learning, mentorship, and transparent career pathways. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible impact on both revenue and customer experience, brighthush is the place for you.

Why brighthush?

At brighthush, we don’t just provide HVAC and plumbing services; we create experiences that resonate long after the technician leaves the door. Our team is built on three core pillars: innovation, collaboration, and customer obsession. We empower remote teams with the tools and autonomy they need to excel while fostering a sense of community through virtual town halls, peer‑recognition programs, and quarterly virtual retreats.

• Remote Flexibility: Work from anywhere in the U.S. while staying aligned with business hours.
• High‑Performance Culture: Clear KPIs, regular feedback, and a focus on continuous improvement.
• Inclusive Environment: Diverse teams, open communication, and a zero‑tolerance policy for bias.
• Supportive Leadership: Managers who champion professional growth and provide mentorship.
• Community Engagement: Opportunities to volunteer and give back through brighthush’s corporate social responsibility initiatives.

Key Responsibilities

Inbound Call Management & Appointment Booking

• Handle a high volume of inbound HVAC and plumbing service calls with professionalism, empathy, and a customer‑first mindset.
• Convert customer inquiries into confirmed service appointments, ensuring a seamless transition from call to booking.
• Address a wide spectrum of customer needs, from emergency service requests to routine repairs, maintenance inquiries, and general service questions.
• Ask targeted, open‑ended questions to uncover customer pain points, urgency, and service requirements.
• Create a sense of urgency and confidence that motivates customers to book promptly while preserving a positive experience.
• Guide callers through clear next steps, confirming appointment details and providing any necessary pre‑service instructions.

Scheduling & Dispatch Coordination

• Accurately schedule service appointments based on customer needs, technician availability, and geographic considerations.
• Collaborate with dispatch and field teams to maintain an efficient, conflict‑free schedule.
• Classify service requests correctly to streamline technician workflows.
• Capture comprehensive customer, property, and appointment information in the CRM.
• Adhere to scheduling and dispatch procedures, minimizing conflicts and missed opportunities.
• Communicate schedule updates clearly to customers and internal stakeholders.

Membership Sales & Upselling

• Introduce HVAC and plumbing maintenance memberships to eligible customers, highlighting benefits such as priority scheduling, discounted repairs, and preventive care.
• Recommend additional services tailored to customer needs, such as seasonal tune‑ups, filter replacements, or extended warranties.
• Explain membership features and benefits in a concise, persuasive manner.
• Handle common sales objections with confidence and professionalism.
• Identify opportunities to increase customer value without being overly aggressive.
• Contribute to membership, booking, and conversion targets, driving revenue growth.

Customer Experience & Retention

• Deliver empathetic, solutions‑focused service that leaves customers feeling heard, informed, and supported.
• Manage frustrated or concerned customers calmly, turning potential negatives into positive outcomes.
• Resolve routine concerns while escalating complex issues to the appropriate teams.
• Follow up on open customer requests, ensuring timely resolution and satisfaction.
• Own the entire customer interaction lifecycle, from initial call to post‑service follow‑up.
• Foster an experience that encourages repeat business and long‑term loyalty.

CRM & Documentation

• Maintain accurate, up‑to‑date records of customer information, service requests, appointment details, call notes, and follow‑up requirements.
• Keep CRM and scheduling records complete and current, ensuring data integrity for dispatch, technicians, and operations.
• Follow established call scripts, workflows, and documentation standards to maintain consistency.
• Ensure that all relevant information is readily available to support teams, enhancing service quality.

Essential Qualifications

• Minimum of 1 year of direct HVAC and/or plumbing customer service experience.
• Proven track record of converting inbound calls into booked service appointments.
• Strong phone communication skills with active listening and clear articulation.
• Experience using CRM, scheduling, dispatch, or customer service systems.
• Excellent appointment scheduling and coordination abilities.
• Experience with upselling or membership/service‑plan sales.
• Confident objection‑handling skills.
• Meticulous attention to detail and documentation accuracy.
• Excellent written and verbal English communication skills.
• Comfortable handling high‑volume inbound customer interactions.
• Ability to work independently in a remote environment.
• Reliability during U.S. business hours.

Preferred Qualifications

• Experience working directly with a U.S.‑based HVAC or plumbing company.
• Background in broader home services environments.
• Familiarity with HVAC maintenance plans or service memberships.
• Experience coordinating with technicians and dispatch teams.
• Experience in a KPI‑driven call center or customer service environment.
• Experience tracking booking, conversion, and membership sales performance.

Skills & Competencies

• Active Listening: Ability to hear and interpret customer needs quickly and accurately.
• Empathy & Emotional Intelligence: Understanding and addressing customer emotions to build trust.
• Persuasion & Negotiation: Guiding customers toward booking or membership without sounding scripted.
• Time Management: Balancing multiple calls, appointments, and follow‑ups efficiently.
• Data Accuracy: Maintaining precise records in the CRM and scheduling tools.
• Problem Solving: Quickly resolving issues and escalating appropriately.
• Adaptability: Thriving in a dynamic environment with changing priorities.
• Team Collaboration: Working closely with dispatch, technicians, and operations.
• Resilience: Maintaining composure under pressure and handling high‑volume calls.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Manager, you will have the opportunity to:

• Progress to Senior Customer Success or Account Management roles, overseeing larger portfolios and more complex customer relationships.
• Transition into Operations or Field Service Management, leveraging your deep understanding of scheduling and dispatch.
• Move into Sales Leadership, capitalizing on your upselling and membership sales experience.
• Earn industry certifications in HVAC, plumbing, or customer service excellence.
• Participate in cross‑functional projects that shape the future of brighthush’s service delivery model.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary complemented by performance‑based bonuses tied to appointment bookings, membership sales, and customer satisfaction metrics. In addition, we provide a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development stipend for courses, certifications, and conferences.
• Technology stipend to support a productive home office.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee referral bonuses and recognition awards.

How to Apply

If you are ready to bring your HVAC and plumbing expertise to a forward‑thinking, customer‑centric organization, we encourage you to apply today. Join brighthush and help us turn every service call into a lasting partnership.

Ready to make a difference? Click the link below to submit your application and start your journey with brighthush.

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