Customer Service and Dispatcher

Offshore Launch; Polska; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Performance bonus

PTO 16 days

Job summary

Offshore Launch is seeking a customer service professional to join our remote Poland team. You will answer calls, schedule appointments in HouseCall Pro or similar systems, and keep detailed CRM records to support daily operations.

Follow scripts, collect accurate job details, assist with lead tracking, and coordinate with technicians to ensure timely service. Strong English, multi-tasking ability, and comfort with VoIP are essential in this fast-paced, collaborative role.

Qualifications

• 2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade.
• Familiarity with HouseCall Pro or similar dispatching/scheduling software (ServiceTitan, Jobber).
• Strong verbal and written English communication skills.
• Ability to multi-task and manage high call volumes while maintaining professionalism.
• Comfortable working with VoIP systems and lead tracking software.

Responsibilities

• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber).
• Handle overflow and after-hours customer inquiries.
• Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team.
• Follow company scripts and prompts to guide a smooth, consistent booking process.
• Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch.
• Maintain detailed, accurate customer records in the CRM system.
• Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable.
• Complete other administrative tasks as needed.

Skills

Customer service

Communication

Dispatch software

VoIP systems

Multi-tasking

English proficiency

Tools

HouseCall Pro

ServiceTitan

Jobber

CRM software

Job description

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 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.

Who We Serve:

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

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.

Responsibilities:

• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber).
• Handle overflow and after-hours customer inquiries.
• Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team.
• Follow company scripts and prompts to guide a smooth, consistent booking process.
• Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch.
• Maintain detailed, accurate customer records in the CRM system.
• Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable.
• Complete other administrative tasks as needed.

KPIs/Performance Expectations:

• Sub-5 minute speed to lead
• Answer at least 95% of incoming calls (missed calls under 5%)
• Book at least 70% of qualified inbound calls into a job
• Close at least 85% of booked estimates (excluding cancellations)
• Assign a technician to every booked job within 5 minutes
• Get technicians to the job on time, at least 85% of the time
• Follow the booking and scheduling process correctly in HouseCall Pro at least 95% of the time
• Keep same-day reschedules and cancellations under 8 per week
• Score at least 8 out of 10 on call quality reviews

Requirements:

• 2+ years of customer service experience, ideally in HVAC, plumbing, or another home services trade.
• Familiarity with HouseCall Pro or similar dispatching/scheduling software(ServiceTitan, Jobber).
• Strong verbal and written English communication skills.
• Ability to multi-task and manage high call volumes while maintaining professionalism.
• Comfortable working with VoIP systems and lead tracking software.

Requirements (Nice to have):

• Prior plumbing or HVAC industry knowledge.
• Experience with objection handling or win-back calls.

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

• 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
• 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.