Customer Service for Plumbing/HVAC

Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. In this role, you will act as a Remote Office Assistant, supporting a small business in the plumbing and HVAC industry by managing permits, paperwork, and customer communications to ensure smooth operations.

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