Dispatcher

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: 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: Build and manage daily technician schedules and routing in House Call Pro or equivalent (ServiceTitan, Jobber). Triage and assign incoming service calls by urgency, technician skill match, and location. Monitor technician GPS/status in real time and adjust routing for delays, emergencies, or call-outs. Communicate accurate ETAs to customers and proactively update them on schedule changes. Handle same-day schedule conflicts and emergency/overflow dispatch. Maintain accurate, up-to-date job board and hand off complete job details to technicians and CSR. Escalate recurring scheduling bottlenecks to the PM/Office Manager. KPIs / Performance Expectations: Assign a technician to every booked job within 5 minutes Get technicians to the job on time, at least 85% of the time Keep same-day reschedules and cancellations caused by scheduling/routing issues under 2% Correctly update job status and technician assignment in House Call Pro in real time — at least 95% of the time Requirements: 2+ years of dispatching experience, ideally in plumbing, HVAC, electrical, or another home services trade. Working knowledge of HouseCall Pro or a comparable FSM/scheduling platform (ServiceTitan, Jobber). Excellent verbal and written English communication under time pressure. Comfortable managing high call/message volume and rapid re-prioritization. Requirements (Nice to have): Familiarity with GPS/fleet tracking tools. Basic plumbing terminology knowledge to correctly triage job type and urgency. Compensation & Benefits (to be provided by Offshore Launch): Up to $1450/mo depending on experience 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 Comprehensive health benefits, including dependents: health, life, vision and dental insurance. 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. 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.