Third-Shift Remote Customer Experience & Dispatch Specialist – Evening & Overnight Support for Residential & Commercial Services at arenaflex

About arenaflex – Pioneering Service Excellence in a Digital World

arenaflex is a fast‑growing leader in the home‑service industry, delivering reliable plumbing, electrical, and HVAC solutions to millions of customers across the United States. Our mission is to blend cutting‑edge technology with a human‑centered approach, ensuring every client receives timely, courteous, and accurate service—no matter the hour. As part of our commitment to 24/7 availability, we are expanding our remote support team to include dedicated professionals who thrive in a night‑shift environment and love solving problems from the comfort of their own homes.

Why This Role Matters

The Third‑Shift Remote Customer Experience & Dispatch Specialist is the backbone of arenaflex’s evening and overnight operations. You will be the first point of contact for customers seeking assistance, scheduling, or dispatch of skilled technicians. Your ability to gather precise information, communicate clearly, and coordinate logistics directly impacts service quality, brand reputation, and overall customer satisfaction.

Key Responsibilities

Customer Interaction & Service Delivery

• Answer inbound calls promptly, providing friendly, solution‑focused assistance to residential and commercial clients.
• Initiate outbound calls to confirm appointments, follow up on service requests, and gather additional details when needed.
• Maintain a calm, professional demeanor while handling high‑volume call traffic during the 6:00 pm–2:30 am and 3:30 pm–12:00 am windows.
• Accurately capture and verify customer information—including name, phone number, address, and service description—in the arenaflex system.
• Proactively communicate estimated arrival times, technician names, and any service updates to keep customers informed.

Dispatch Coordination & Technical Alignment

• Utilize ServiceTitan (or equivalent dispatch software) to schedule jobs, assign the most qualified technician, and optimize routing based on geography and skill set.
• Match technician availability with customer preferences, ensuring the right expertise (plumbing, electrical, HVAC) is dispatched for each job.
• Coordinate with field technicians to confirm job details, expected completion times, and any special instructions.
• Monitor real‑time job progress and adjust assignments as needed to minimize downtime and maximize efficiency.

Administrative & Cross‑Functional Support

• Perform a variety of administrative tasks—including data entry, reporting, and documentation—requested by the Office Manager and other senior staff.
• Collaborate with the billing, sales, and service teams to resolve discrepancies, process refunds, or address escalated concerns.
• Maintain meticulous records of all interactions, ensuring compliance with arenaflex’s quality standards and regulatory requirements.
• Participate in ongoing training sessions, webinars, and knowledge‑share meetings to stay current on product updates and industry best practices.

Essential Qualifications

• High school diploma or GED equivalent; additional education in business, communications, or a related field is a plus.
• Minimum of three (3) years proven experience in a high‑volume customer service environment, preferably within the home‑service or utilities sector.
• Demonstrated familiarity with the Chicagoland metropolitan area, including neighborhoods, major thoroughfares, and service zones.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and courteously.
• Exceptional attention to detail; accurate entry of customer and job data is non‑negotiable.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based dispatch platforms.
• Self‑motivated, disciplined, and capable of thriving in a fully remote work setting.
• Willingness to work night‑shift hours, including evenings, weekends, and occasional holidays.

Preferred Qualifications & Experience

• Prior experience in dispatching or scheduling for plumbing, electrical, or HVAC services.
• Hands‑on knowledge of basic plumbing, electrical, or HVAC concepts to better understand technician needs.
• Experience using ServiceTitan, FieldAware, or similar field‑service management software.
• Certification in customer service excellence (e.g., HDI, CCSP) or related industry credentials.
• Demonstrated ability to manage competing priorities, adapt to shifting workloads, and remain calm under pressure.

Core Skills & Competencies

• Communication: Clear, empathetic, and persuasive interaction with customers and technicians.
• Problem‑Solving: Quick identification of issues and proactive resolution without escalating unnecessarily.
• Organizational Acumen: Ability to juggle multiple calls, schedules, and administrative tasks simultaneously.
• Technical Literacy: Comfort with SaaS platforms, CRM tools, and basic troubleshooting of software glitches.
• Time Management: Efficiently allocate time across inbound/outbound calls, dispatch duties, and paperwork.
• Team Collaboration: Work closely with remote colleagues, field staff, and management to achieve shared goals.
• Adaptability: Embrace evolving processes, new technology rollouts, and shifting business priorities.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Third‑Shift Remote Customer Experience & Dispatch Specialist, you will have access to:

• Structured onboarding and continuous training programs covering advanced dispatch techniques, conflict resolution, and product knowledge.
• Mentorship from senior operations managers who can guide you toward leadership roles such as Shift Supervisor, Operations Analyst, or Service Operations Manager.
• Opportunities to cross‑train in related departments—sales support, billing, or field coordination—broadening your skill set and career trajectory.
• Tuition reimbursement for relevant coursework, certifications, or degree programs that align with arenaflex’s strategic objectives.
• Regular performance reviews with clear pathways for promotion, salary advancement, and expanded responsibilities.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage of $20 per hour, complemented by a comprehensive benefits package designed to support your health, financial security, and work‑life balance.

• Health & Wellness: Medical, dental, and vision insurance with multiple plan options.
• Financial Security: 401(k) retirement plan with company match, supplemental AFLAC insurance, and company‑provided life insurance.
• Paid Time Off: Generous PTO accrual, paid holidays, and flexible scheduling to accommodate personal needs.
• Employee Discounts: Reduced rates on arenaflex’s residential services, allowing you and your family to benefit from our expertise.
• Professional Development: Access to an on‑site (virtual) training facility, webinars, and a referral program that rewards you for bringing top talent into the organization.
• Remote Work Support: Stipends for home office equipment, high‑speed internet, and ergonomic accessories to ensure a productive workspace.

Work Environment & Culture at arenaflex

Our remote teams are united by a shared commitment to excellence, collaboration, and continuous improvement. At arenaflex you will experience:

• A culture that values transparency, open communication, and employee empowerment.
• Regular virtual town‑halls, team‑building activities, and recognition programs that celebrate achievements.
• A supportive leadership team that encourages feedback, innovation, and personal growth.
• Clear expectations, well‑defined processes, and the tools you need to succeed in a fast‑paced, customer‑centric environment.

How to Apply

If you are a detail‑oriented, customer‑focused professional who thrives on night‑shift challenges and wants to make a tangible impact on arenaflex’s service delivery, we want to hear from you. Click the link below to submit your application and begin your journey with a company that values your expertise and dedication.

Apply Now

Join arenaflex – Your Next Career Chapter Starts Here

At arenaflex, every call you answer, every dispatch you coordinate, and every customer you assist contributes to a larger mission: delivering peace of mind to homeowners and businesses across the nation. We invite you to bring your passion for service, your night‑owl work ethic, and your commitment to excellence to our dynamic remote team. Apply today and become an integral part of arenaflex’s continued success.