At arenaflex, we pride ourselves on being a trusted and respected name in the Greater Boston and Metro West areas since 1975. Our commitment to honesty, professionalism, and a deep-rooted family ethos has earned us a reputation for excellence in service. As a leading provider of plumbing, heating, and cooling solutions, we're dedicated to delivering top-notch customer experiences that exceed expectations.
We're now seeking a highly skilled and motivated Remote Dispatcher/Customer Service Representative to join our team! As a key member of our support team, you'll play a vital role in ensuring our customers receive exceptional service, products, and features. If you're passionate about delivering outstanding customer experiences and possess excellent communication skills, we encourage you to apply for this exciting opportunity.
**Job Summary:**
As a Remote Dispatcher/Customer Service Representative, you'll be responsible for providing top-notch customer support, dispatching service technicians, and maintaining accurate records. This is a remote/hybrid position that requires strong organizational skills, attention to detail, and the ability to work independently. You'll be the front line of support for our customers, ensuring they're satisfied with our products, services, and features.
**Key Responsibilities:**
* Dispatching and scheduling service technicians for daily assignments
* Providing exceptional customer service via phone, email, and chat
* Maintaining accurate records of customer interactions, service requests, and technician schedules
* Scheduling return trips with customers when parts are in or additional work is required
* Maintaining the on-call schedule for service technicians
* Keeping customers informed about company schedules and lead times
* Updating customer databases with current information
* Collaborating with department managers, employees, and customers to resolve issues and provide support
* Utilizing Service Titan and other software tools to manage customer interactions and technician schedules
**Essential Qualifications:**
* Advanced customer service skills with a focus on resolving issues and providing solutions
* Ability to multitask and prioritize tasks effectively
* Organized and detail-oriented with excellent time management skills
* Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.)
* 1-2 years of related experience in customer service, dispatching, or project management
* Geographical knowledge of the service area or map reading skills
* Ability to work independently with minimal supervision
**Preferred Qualifications:**
* Working knowledge of the HVAC and plumbing industry
* 2+ years of experience as a dispatcher in the HVAC and plumbing industry
* Experience using Service Titan and other software tools
* Strong analytical and problem-solving skills
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment with multiple priorities
* Strong organizational and time management skills
* Proficiency in Microsoft Office Suite and other software tools
* Ability to adapt to changing situations and priorities
* Strong analytical and problem-solving skills
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Remote Dispatcher/Customer Service Representative, you'll have access to:
* Ongoing training and development opportunities
* Mentorship and coaching from experienced team members
* Opportunities for career advancement and professional growth
* A dynamic and supportive work environment that encourages collaboration and innovation
**Work Environment and Company Culture:**
arenaflex is a family-owned and operated business that values honesty, professionalism, and a commitment to excellence. Our company culture is built on a foundation of respect, empathy, and open communication. As a Remote Dispatcher/Customer Service Representative, you'll be part of a team that's dedicated to delivering exceptional customer experiences and providing top-notch support.
**Compensation, Perks, and Benefits:**
* Competitive hourly rate: $26.00-$31.00 per hour (depending on experience)
* Comprehensive benefits package, including:
+ Medical, dental, and vision insurance (50% paid by arenaflex)
+ Long-term disability insurance (100% paid by arenaflex)
+ Life insurance ($50,000 paid by arenaflex)
+ 401(k) plan with 5% match after 6 months
+ Birthday bonus (equivalent to 8 hours of pay)
+ Vacation time (2 weeks in the first year, 3 weeks after 1-4 years, and 4 weeks after 5+ years)
+ Sick time (40 hours for full-time employees)
+ Bereavement leave (3 days)
+ Tuition reimbursement ($500 per year)
+ Maternity and paternity leave
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees.