Customer Service and Dispatcher

<p><strong>About Offshore Launch:</strong></p>

<p>Offshore Launch is a business and growth operations firm helping home service owners scale their operations. </p>

<p>We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it. </p>

<p>We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.</p>

<p><strong>Why Join Offshore Launch?</strong></p>

<ul>

<li>Impact the growth and success of small and medium-sized businesses.</li>

<li>Work in a people-first, remote environment that values growth and ongoing development.</li>

<li>Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration.</li>

<li>Contribute to a culture that values partnership, service, and excellence.</li>

</ul>

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<p><strong>Who We Serve:</strong></p>

<p>We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. </p>

<p>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.</p>

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<p><strong>Responsibilities:</strong></p>

<ul>

<li>Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber).</li>

<li>Handle overflow and after-hours customer inquiries.</li>

<li>Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team.</li>

<li>Follow company scripts and prompts to guide a smooth, consistent booking process.</li>

<li>Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch.</li>

<li>Maintain detailed, accurate customer records in the CRM system.</li>

<li>Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable.</li>

<li>Complete other administrative tasks as needed.</li>

</ul>

<p> </p>

<p><strong>KPIs/Performance Expectations:</strong></p>

<ul>

<li>Sub-5 minute speed to lead </li>

<li>Answer at least 95% of incoming calls (missed calls under 5%)</li>

<li>Book at least 70% of qualified inbound calls into a job</li>

<li>Close at least 85% of booked estimates (excluding cancellations)</li>

<li>Assign a technician to every booked job within 5 minutes</li>

<li>Get technicians to the job on time, at least 85% of the time</li>

<li>Follow the booking and scheduling process correctly in HouseCall Pro at least 95% of the time</li>

<li>Keep same-day reschedules and cancellations under 8 per week</li>

<li>Score at least 8 out of 10 on call quality reviews</li>

</ul>

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<p><strong>Requirements: </strong></p>

<ul>

<li>2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade.</li>

<li>Familiarity with HouseCall Pro or similar dispatching/scheduling software(ServiceTitan, Jobber).</li>

<li>Strong verbal and written English communication skills.</li>

<li>Ability to multi-task and manage high call volumes while maintaining professionalism.</li>

<li>Comfortable working with VoIP systems and lead tracking software.</li>

</ul>

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<p><strong><span class="notion-enable-hover" data-token-index="0">Requirements (Nice to have): </span></strong></p>

<ul>

<li>Prior plumbing or HVAC industry knowledge.</li>

<li>Experience with objection handling or win-back calls.</li>

</ul>

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<p><strong><span class="notion-enable-hover" data-token-index="0">Compensation & Benefits (to be provided by Offshore Launch):</span></strong></p>

<ul>

<li>Up to $1450/mo depending on experience</li>

<li>Guaranteed annual bonus of one month's salary </li>

<li>Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores</li>

<li>Comprehensive health benefits, including dependents: health, life, vision and dental insurance. </li>

<li>16 days PTO</li>

</ul>

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<p><strong>Note:</strong></p>

<p>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.</p>

<p>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.</p>

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