Remote 3rd Shift Customer Experience & Dispatch Agent – Evening/Night Hours, Service Coordination & Support
```html About arenaflex – Pioneering Service Excellence in the Home & Commercial Sectors At arenaflex , we are dedicated to delivering reliable, high‑quality plumbing, electrical, and HVAC solutions to residential and commercial clients across the Chicagoland area. Our mission is to combine cutting‑edge technology with a customer‑first mindset, ensuring every interaction leaves a lasting positive impression. As a rapidly growing, fully remote organization, arenaflex empowers its team members with the flexibility to work from home while fostering a collaborative, supportive culture that values innovation, continuous learning, and personal growth. Position Overview – 3rd Shift Customer Experience & Dispatch Agent (Remote) We are seeking a motivated, detail‑oriented professional to join our dynamic support team on the 3rd shift. This role is the frontline of arenaflex’s customer service operation, responsible for handling inbound and outbound calls, scheduling service appointments, and dispatching qualified technicians using our industry‑leading Service Titan platform. The ideal candidate thrives in a fast‑paced environment, enjoys interacting with a diverse customer base, and can balance multiple priorities while maintaining the highest standards of accuracy and professionalism.
Key Responsibilities
Inbound Call Management Answer incoming customer calls promptly, gather complete and accurate information, and schedule service appointments that align with customer preferences and technician availability. Outbound Outreach Initiate proactive outbound calls to confirm appointments, provide updates, and follow up on service requests, ensuring a seamless customer journey. Dispatch Coordination Match each service request with the most suitable technician based on skill set, geographic location, and customer preferences, using Service Titan to optimize routing and efficiency. Customer Communication Keep customers informed about estimated arrival times, technician details, and any changes to the schedule, delivering clear and courteous updates throughout the service lifecycle. Technician Liaison Communicate regularly with field technicians to confirm availability, relay job details, and monitor progress, facilitating timely completions and high satisfaction rates. Data Accuracy Verify and maintain precise records of customer names, contact information, addresses, and service histories within the dispatch system. Administrative Support Perform a variety of administrative tasks as directed by the Office Manager and other supervisors, including reporting, documentation, and process improvement initiatives. Collaboration Work closely with the service, billing, and operations teams to resolve complex inquiries, address service gaps, and enhance overall operational flow. Continuous Improvement Identify opportunities to streamline dispatch processes, suggest enhancements to the Service Titan workflow, and contribute to training materials for new hires.
Essential Qualifications
High school diploma or GED equivalent; additional education or certifications in customer service, dispatch, or related fields are a plus. Minimum of three (3) years of proven experience in a customer‑service environment, preferably within the home services, utilities, or related industries. Familiarity with the Chicagoland metropolitan area, including neighborhoods, major thoroughfares, and service zones. Demonstrated ability to manage high‑volume call traffic while maintaining composure, accuracy, and empathy. Strong verbal and written communication skills, with an emphasis on clear, concise, and professional interaction. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based platforms. Previous experience using dispatch or field service software (Service Titan experience is highly desirable). Basic understanding of plumbing, electrical, or HVAC systems is advantageous, though not required. Exceptional attention to detail and a commitment to data integrity. Ability to prioritize tasks, manage shifting workloads, and meet strict deadlines during night‑time hours. Self‑motivated, reliable, and capable of thriving in a remote work setting with minimal supervision. Preferred Skills & Competencies Problem‑Solving Acumen Quickly assess customer concerns, determine root causes, and provide effective resolutions or escalations. Tech‑Savvy Mindset Comfortable learning new software tools, troubleshooting technical issues, and adapting to evolving digital workflows. Interpersonal Flexibility Ability to interact respectfully with a wide range of personalities, from homeowners to commercial property managers and field technicians. Time Management Skilled at organizing daily tasks, balancing inbound and outbound responsibilities, and ensuring timely dispatch of service calls. Team Collaboration Proactive in sharing insights with peers, contributing to team meetings, and supporting collective goals. Resilience Under Pressure M Apply tot his job Apply To this Job