Customer Relations and CRM Specialist

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:

The company is 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.

We strive to provide excellent customer satisfaction by treating every customer as we would like to be treated, arriving promptly, offering competitive pricing, and solving plumbing problems with professionalism.

Responsibilities:

Admin Data Management:
– Routine data cleanup in CRM (ServiceTitan).
– Invoice quality control and accounts receivables management.
– Daily updating of hourly employees’ times to monitor and control overtime.
– Logging equipment photos into ServiceTitan.
– Assisting with merchant services to lower merchant fees (manual entry).
– Acting as an executive assistant for tasks as needed.
– Keeping up with company birthday and anniversary calendar, providing weekly updates to the GM for shoutout reminders.

Marketing:
– Tracking and encouraging five-star reviews for each employee.
– Responding to reviews through Marketing Pro, ensuring SEO-optimized responses.
– Managing the Local Service Ads (LSA) dashboard, keeping it clean and up to date.
– Clearing out uncategorized marketing and legacy marketing buckets.

Customer Communication:
– Responding to Yelp leads within 10 minutes (during company after hours: 5-8 PM WTF, 8-4 weekends) and retargeting
leads aggressively.
– Monitoring chat screens and CHIIRP (customer text communications) after hours.
– Handling customer service issues (during company after hours: 5-8 PM WTF, 8-4 weekends) escalating to management
only for emergencies.
– Answering and booking calls

Working Schedule:
– Wednesday, Thursday, Friday: 12 PM – 8 PM (Central Time Zone)
– Saturday, Sunday: 8 AM – 4 PM (Central Time Zone)

Requirements:

– Problem-solving mentality to maintain operational efficiency.
– Expert command of the English language, both verbal and written.
– 5+ years in a customer service role.
– Proficiency in Google Drive, particularly Google Sheets (Spreadsheet Ninjas, please apply!).
– Strong understanding of CRM systems, preferably ServiceTitan.
– Ability to respond promptly to customer inquiries and leads.
– Strong organizational skills with attention to detail.
– Ability to work independently and manage multiple tasks.
– Background in accounts receivable or bookkeeping is a plus.
– Skilled with automations, spreadsheets, and reporting.

Compensation & Benefits (to be provided by Offshore Launch):

– $800-$1000 depends on experience
– 13th month pay
– Performance-based bonuses
– Comprehensive HMO policy, including dependents.
– Annual continuing education budget to support professional development
– Start date: August 5, 2024

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.