What are the responsibilities and job description for the Customer Service Representative position at Offshore Launch?
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:
A company dedicated to providing high-quality professional plumbing services built on integrity and craftsmanship. With a team of over 21 members and more than five decades of combined plumbing experience, our core values of character, humility, accountability, mindfulness, precision, and surpassing service remain steadfast.
Responsibilities:
Customer Success
- Answer inbound calls during evenings, weekends, and holidays
- Screen for emergencies and follow escalation protocols with precision
- Confidently book service calls using our CRM (ServiceTitan)
- Offer workarounds or discounts to retain customers when immediate service isn't available
- Monitor and respond to inbound leads via Yelp and CRM chat
Admin Support
- Assist with light Accounts Receivable follow-up (e.g., post-job payment collection)
- Help eliminate aging A/R accounts by following up with cash-on-delivery customers
- Document call outcomes and customer data accurately in ServiceTitan
Working Schedule:
- Wednesday, Thursday, Friday: 12 PM - 8 PM (Central Time Zone)
- Saturday, Sunday: 8 AM - 4 PM (Central Time Zone)
Requirements:
2 years experience in a remote customer service, call center, or virtual assistant rolePrevious experience in plumbing.
- Experience with ServiceTitan.
- Strong English communication skills—verbal and written
- Detail-oriented, emotionally intelligent, and calm under pressure
- Values accountability and thrives with performance scorecards/KPIs
Compensation & Benefits (to be provided by Offshore Launch):
- $800-$1,200 depending on experience
- 13th month pay
- Performance-based bonuses
- Comprehensive HMO policy, including dependents.
- Annual continuing education budget to support professional development
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.
