{"id":881846,"url":"https://alion.io/job/offshorelaunch-customer-service-and-dispatcher","title":"Customer Service and Dispatcher","company":{"id":679414,"name":"Offshore Launch","domain":"offshorelaunch.com","url":"https://alion.io/company/offshorelaunch","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":88000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":105},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-16T14:01:11Z","employer_posted_date":"2026-07-20","last_verified_at":"2026-09-23T22:59:49Z","board_verified":true,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":69},"description":"About Offshore Launch:\nOffshore Launch is a business and growth operations firm helping home service owners scale their operations. \nWe 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. \nWe are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.\nWhy Join Offshore Launch?\nImpact the growth and success of small and medium-sized businesses.\nWork in a people-first, remote environment that values growth and ongoing development.\nAccess comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration.\nContribute to a culture that values partnership, service, and excellence.\nWho We Serve:\nWe serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms. \nWe equip them with the operational infrastructure and talent to run day to day operations, so they can focus on field development, sales, and growth.\nResponsibilities:\nAnswer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber).\nHandle overflow and after-hours customer inquiries.\nManage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team.\nFollow company scripts and prompts to guide a smooth, consistent booking process.\nAsk relevant plumbing-related diagnostic questions to capture accurate job details for dispatch.\nMaintain detailed, accurate customer records in the CRM system.\nSupport lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable.\nComplete other administrative tasks as needed.\nKPIs/Performance Expectations:\nSub-5 minute speed to lead \nAnswer at least 95% of incoming calls (missed calls under 5%)\nBook at least 70% of qualified inbound calls into a job\nClose at least 85% of booked estimates (excluding cancellations)\nAssign a technician to every booked job within 5 minutes\nGet technicians to the job on time, at least 85% of the time\nFollow the booking and scheduling process correctly in HouseCall Pro at least 95% of the time\nKeep same-day reschedules and cancellations under 8 per week\nScore at least 8 out of 10 on call quality reviews\nRequirements: \n2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade.\nFamiliarity with HouseCall Pro or similar dispatching/scheduling software(ServiceTitan, Jobber).\nStrong verbal and written English communication skills.\nAbility to multi-task and manage high call volumes while maintaining professionalism.\nComfortable working with VoIP systems and lead tracking software.\nRequirements (Nice to have): \nPrior plumbing or HVAC industry knowledge.\nExperience with objection handling or win-back calls.\nCompensation & Benefits (to be provided by Offshore Launch):\nUp to $1450/mo depending on experience\nGuaranteed annual bonus of one month's salary \nPerformance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores\nComprehensive health benefits, including dependents: health, life, vision and dental insurance. \n16 days PTO\nNote:\nThe 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.\nPlease 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.","description_format":"text","description_chars":3703,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Dental insurance","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Conversational AI","Virtual Assistant Services"],"lifecycle":[{"event":"open","at":"2026-09-14T01:14:15Z"}],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.229,"p_room":0.28,"age_days":68,"expected_fill_days":32,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/offshorelaunch-customer-service-and-dispatcher","json_url":"https://alion.io/job/offshorelaunch-customer-service-and-dispatcher.json","meta":{"generated_at":"2026-09-24T03:19:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}