Customer Service and Dispatcher at Offshore Launch

<p><strong>About Offshore Launch:</strong></p> <p>Offshore Launch is a business and growth operations firm helping home service owners scale their operations.&nbsp;</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.&nbsp;</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> <p>&nbsp;</p> <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.&nbsp;</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> <p>&nbsp;</p> <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&amp;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>&nbsp;</p> <p><strong>KPIs/Performance Expectations:</strong></p> <ul> <li>Sub-5 minute speed to lead&nbsp;</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> <p>&nbsp;</p> <p><strong>Requirements:&nbsp;</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> <p>&nbsp;</p> <p><strong><span class="notion-enable-hover" data-token-index="0">Requirements (Nice to have):&nbsp;</span></strong></p> <ul> <li>Prior plumbing or HVAC industry knowledge.</li> <li>Experience with objection handling or win-back calls.</li> </ul> <p>&nbsp;</p> <p><strong><span class="notion-enable-hover" data-token-index="0">Compensation &amp; 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&nbsp;</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.&nbsp;</li> <li>16 days PTO</li> </ul> <p>&nbsp;</p> <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> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p>