Experienced Remote Dispatcher and Customer Service Representative for Dynamic Home Services Company

Welcome to arenaflex: Where Excellence Meets Customer Satisfaction

arenaflex is a renowned name in the home services industry, built on a foundation of honesty, professionalism, and a strong family ethos. With a legacy spanning over four decades in the Greater Boston and Metro West areas, we have established ourselves as a trusted partner for our customers, delivering exceptional service and unparalleled integrity. As we continue to grow and expand our operations, we are seeking a highly skilled and dedicated Remote Dispatcher/Customer Service Representative to join our team.

Job Overview: Remote Dispatcher/Customer Service Representative

This is an exciting opportunity for a talented individual to work in a remote/hybrid setting, providing top-notch customer service and dispatching support to our valued customers. As the front line of support, you will play a critical role in ensuring customer satisfaction, resolving queries, and coordinating our service and installation technicians' daily schedules. Your exceptional communication skills, ability to multitask, and organizational prowess will be essential in maintaining our high standards of service excellence.

Key Responsibilities:

• Maintain the daily schedules of Service and Install Technicians, ensuring efficient allocation of resources and timely completion of tasks.
• Coordinate return trips with customers when parts are available, keeping them informed about our schedule and lead times.
• Manage the on-call schedule for service technicians, ensuring seamless coverage and prompt response to customer needs.
• Keep customers updated on our company schedule, requested lead times, and any changes or updates, fostering transparency and trust.
• Maintain accurate and up-to-date customer information in our database, ensuring data integrity and facilitating effective communication.
• Collaborate with department managers, employees, and customers, providing clear and concise communication throughout the daily routine.

Requirements for Success:

To excel in this role, you will need to possess advanced customer service skills, with the ability to multitask, think critically, and work in a fast-paced environment. You should be highly organized, with intermediate proficiency in Microsoft Office Suite and excellent computer skills. A minimum of 1-2 years of related experience in customer service, dispatching, or project management is required, although equivalent combinations of education and experience will be considered.

Essential Qualifications:

• Advanced customer service skills, with a strong focus on customer satisfaction and resolution.
• Ability to multitask, prioritize tasks, and manage multiple projects simultaneously.
• Highly organized, with excellent time management and scheduling skills.
• Intermediate proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• 1-2 years of related experience in customer service, dispatching, or project management.
• Geographical knowledge of the service area or map reading skills, with the ability to navigate our service territory.

Preferred Qualifications:

• Working knowledge of the HVAC and Plumbing industry, with a understanding of our products and services.
• 2+ years of experience as an HVAC and Plumbing Dispatcher, with a proven track record of success.
• 2+ years of dispatching experience, with expertise in coordinating technicians, managing schedules, and resolving customer issues.
• Experience using Service Titan, our service management software, or similar systems.

Career Growth and Development:

At arenaflex, we are committed to the growth and development of our employees. As a Remote Dispatcher/Customer Service Representative, you will have access to training and development opportunities, enabling you to enhance your skills and advance your career. Our comprehensive training program will equip you with the knowledge and expertise needed to excel in your role, while our performance management system will provide regular feedback and coaching to support your growth.

Work Environment and Company Culture:

arenaflex is a dynamic and supportive work environment, where our employees are valued and empowered to succeed. We foster a culture of excellence, integrity, and teamwork, recognizing and rewarding outstanding performance and contributions. As a remote/hybrid employee, you will be part of a distributed team, with opportunities to collaborate and interact with colleagues across different functions and locations.

Compensation and Benefits:

We offer a competitive compensation package, with a pay range of $26.00/hr to $31.00/hr, depending on experience. Our benefits package includes:

• Medical, Dental, and Vision insurance, with 50% paid by the employer.
• Long-Term Disability (LTD) insurance, 100% paid by the employer.
• Life Insurance, with a $50,000 benefit, paid by the employer.
• 401(k) plan, with a 5% match after 6 months.
• Birthday Bonus, equivalent to 8 hours of pay.
• Vacation time, with 2 weeks in the first year, 3 weeks after 1-4 years, and 4 weeks after 5+ years.
• Sick time, with 40 hours for full-time employees.
• Bereavement leave, with 3 days of paid leave.
• Tuition Reimbursement, with up to $500 per year.
• Maternity and Paternity Leave, with paid time off for new parents.

Conclusion:

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Remote Dispatcher/Customer Service Representative at arenaflex, you will be part of a dynamic team, dedicated to providing outstanding customer experiences and driving business success. Join our team and take the first step towards a rewarding and challenging career, with opportunities for growth, development, and advancement.

Apply Now