What are the responsibilities and job description for the Customer Success VA 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:
Responsibilities:
- Answer incoming calls, schedule appointments in Service Titan, and dispatch technicians as needed.
- Handle overflow and after-hours customer inquiries (Wed-Fri 2 PM - 10 PM, Sat-Sun 2 PM - 10 PM).
- 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:
- 5 years experience in the home services industry, preferrably 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):
- $850-$1300 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.
Salary : $850 - $1,300
