Customer Service for Plumbing/HVAC

About Offshore Launch:

Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them.

Why Join Offshore Launch?

• 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.

Your Role:

As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years.

You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through:

• Membership in the Offshore Launch Slack workspace
• Bi-weekly All Team meetings
• Monthly reviews

Your job is to help the Client succeed.

Our job is to help you succeed.

About the Client:

Our techs are on the front line giving customers peace of mind 24/7; your job is to keep the office running smoothly behind them. As our Remote Office Assistant, you’ll own permits, paperwork, numbers, and follow through so the owner can stay in the field selling and serving. If you’re detail oriented, love creating order, and want to support a small business that treats reputation and “honorable service” like life and death, this role is for you

Responsibilities:

• Answer incoming calls, schedule appointments in Service Titan, and dispatch technicians as needed.
• Handle customer calls professionally and correspond with other team members.
• Utilize ServiceTitan dashboards to track and manage leads.
• Follow company scripts and prompts to ensure a smooth customer booking process.
• Communicate with technicians and oce manager to provide job details and updates.
• Ask relevant service related questions to gather necessary information for service calls.
• Maintain detailed and accurate customer records in the CRM system.

 

Requirements: 

• 3+ years experience in the home services industry, preferably plumbing or HVAC.
• Familiarity with Service Titan or similar dispatching & scheduling software.
• Strong verbal and written communication skills in English.
• Ability to multi-task and manage high call volumes while maintaining professionalism.
• Availability during designated work hours. • Comfortable working with VoIP systems.
• Detail-oriented with strong problem-solving skills to assist customers effectively.
• Knowledge of plumbing services is a plus, but willingness to learn is essential. 
• Schedule: We are hiring for multiple people for two shifts, Monday to Friday - 7am to 3pm EST, and 3pm to 11pm EST

Compensation & Benefits (to be provided by Offshore Launch):

• Up to $1500/mo depending on experience
• Annual bonus up to 150% of one month's salary, contingent on quarterly performance scores 
• 13th month pay
• Comprehensive HMO policy, including dependents.

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.