Customer Service Representative (Plumbing/HVAC Experience Required)

About Offshore Launch:

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

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. 

We are a people-centered agency with a passion for leaving every employee and client 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 career growth.
• Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.
• Contribute to a culture that values partnership, service, and excellence

About the Client:

Responsibilities:

• Answer incoming calls, schedule appointments in Service Titan, and dispatch technicians as needed.
• Handle overflow and after-hours customer inquiries.
• Use AT&T Office@Hand (RingCentral VoIP) to manage customer calls professionally and correspond with other team members.
• Utilize Scorpion and Chirp dashboards to track and manage leads.
• Follow company scripts and prompts to ensure a smooth customer booking process.
• Communicate with technicians and office managers to provide job details and updates.
• Ask relevant plumbing-related questions to gather necessary information for service calls.
• Maintain detailed and accurate customer records in the CRM system.
• Complete other admin tasks as needed.

Requirements: 

• At least 2 years of experience in HVAC or Plumbing. 
• 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, including weekends.
• Comfortable working with VoIP systems (AT&T Office@Hand/RingCentral) and lead tracking software.
• Detail-oriented with strong problem-solving skills to assist customers effectively.
• Knowledge of plumbing services is a plus, but willingness to learn is essential.  

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

• Up to $1300 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. 
• 16 days PTO

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.