Offshore Launch - Customer Service and Dispatcher
Requirements
• 2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade. • Familiarity with HouseCall Pro or similar dispatching/scheduling software(ServiceTitan, Jobber). • Strong verbal and written English communication skills. • Ability to multi-task and manage high call volumes while maintaining professionalism. • Comfortable working with VoIP systems and lead tracking software. • Prior plumbing or HVAC industry knowledge. • Experience with objection handling or win-back calls. • Compensation & Benefits (to be provided by Offshore Launch): • Up to $1450/mo depending on experience • Guaranteed annual bonus of one month's salary • Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores • Comprehensive health benefits, including dependents: health, life, vision and dental insurance. • Note: • The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency. • Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.
Responsibilities
• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber). • Handle overflow and after-hours customer inquiries. • Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team. • Follow company scripts and prompts to guide a smooth, consistent booking process. • Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch. • Maintain detailed, accurate customer records in the CRM system. • Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable. • Complete other administrative tasks as needed. • KPIs/Performance Expectations: • Sub-5 minute speed to lead • Answer at least 95% of incoming calls (missed calls under 5%) • Book at least 70% of qualified inbound calls into a job • Close at least 85% of booked estimates (excluding cancellations) • Assign a technician to every booked job within 5 minutes • Get technicians to the job on time, at least 85% of the time • Follow the booking and scheduling process correctly in HouseCall Pro at least 95% of the time • Keep same-day reschedules and cancellations under 8 per week • Score at least 8 out of 10 on call quality reviews
Benefits
• Impact the growth and success of small and medium-sized businesses. • Work in a people-first, remote environment that values growth and ongoing development. • Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration. • Contribute to a culture that values partnership, service, and excellence. • Who We Serve: • We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. • We equip them with the operational infrastructure and talent to run day to day operations, so they can focus on field development, sales, and growth.
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