Dispatcher

About Offshore Launch:

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 career growth.

Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.

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:

• 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.

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.