Remote Customer Service Representative – Scheduling & Dispatch Specialist (MST) for Plumbing, HVAC & Service Operations at arenaflex

About arenaflex

arenaflex is a fast‑growing, technology‑enabled service company that partners with skilled tradespeople to deliver reliable plumbing, HVAC, and other essential home‑service solutions across the United States. Our mission is to empower families and businesses by providing timely, courteous, and high‑quality service experiences that keep homes comfortable and workplaces productive. With a strong emphasis on integrity, continuous improvement, and genuine care for both customers and employees, arenaflex has built a reputation for excellence in the trades industry.

Our team is a blend of seasoned professionals and ambitious newcomers who share a common purpose: to make a tangible difference in the lives of the people we serve. We invest heavily in cutting‑edge dispatch technology, ongoing training, and a supportive culture that encourages every associate to grow, innovate, and thrive. As we expand our footprint, we are looking for dedicated individuals who want a long‑term career—not just a job—and who are eager to contribute to a dynamic, mission‑driven organization.

Why This Role Matters

The Remote Customer Service Representative – Scheduling & Dispatch plays a pivotal role in the heart of arenaflex’s operations. You will be the primary liaison between our customers, field technicians, and internal support teams, ensuring that every service request is handled efficiently, professionally, and with a personal touch. Your work directly influences customer satisfaction, technician productivity, and the overall reputation of arenaflex in the marketplace.

Key Responsibilities

• Office Operations Management: Oversee day‑to‑day office functions, including answering inbound calls, responding to email inquiries, and handling all incoming and outgoing correspondence with professionalism and speed.
• Scheduling Coordination: Accurately schedule service appointments, installations, and repairs for technicians, balancing workload, geographic proximity, and skill set to maximize efficiency.
• Dispatch Execution: Dispatch technicians to job sites in a timely manner using ServiceTitan or comparable dispatch software, ensuring that each field professional has the necessary information and resources to arrive on time.
• Dynamic Schedule Adjustment: Monitor real‑time technician schedules, proactively adjusting assignments to accommodate emergencies, last‑minute changes, or unexpected cancellations while maintaining clear communication with all parties.
• Customer Interaction Hub: Serve as the primary point of contact for customer inquiries, appointment confirmations, and issue resolution, delivering courteous and solution‑focused service at every touchpoint.
• Documentation & Record Keeping: Organize and maintain digital and physical records for invoices, service orders, client files, and other critical documentation, ensuring compliance with company policies and industry regulations.
• Payment Processing & Follow‑Up: Process customer payments, track outstanding balances, and follow up on overdue accounts with tact and professionalism.
• Technology Implementation Support: Assist in the rollout and ongoing optimization of ServiceTitan, providing feedback, troubleshooting assistance, and training to teammates as needed.
• Continuous Improvement Contributions: Identify opportunities to streamline workflows, enhance customer experiences, and support the broader growth objectives of arenaflex.

Essential Qualifications

• Minimum two (2) years of experience in dispatch, scheduling, or a related customer‑service role, preferably within the plumbing, HVAC, or electrical services sectors.
• Proficiency with Google Workspace (Docs, Sheets, Gmail), Slack, and dispatch platforms such as ServiceTitan; ability to quickly learn new software tools.
• Exceptional time‑management skills with a proven ability to multitask, prioritize, and meet tight deadlines in a fast‑paced environment.
• Strong attention to detail and analytical problem‑solving abilities, enabling you to resolve scheduling conflicts and address customer concerns efficiently.
• Excellent verbal and written communication skills, with a talent for building rapport with customers, technicians, and internal teams.
• Familiarity with plumbing, HVAC, or general service terminology, processes, and materials is highly advantageous for effective communication and decision‑making.
• Clear background check and eligibility to work in the United States.

Preferred Qualifications & Professional Development

• Experience using advanced features of ServiceTitan, including automated routing, real‑time tracking, and performance analytics.
• Previous exposure to remote work environments, demonstrating self‑discipline, reliable internet connectivity, and a comfortable home office setup.
• Certification or coursework in customer service excellence, dispatch operations, or trade‑specific training (e.g., HVAC certification).
• Demonstrated track record of exceeding performance metrics such as first‑call resolution, on‑time dispatch rate, and customer satisfaction scores.
• Passion for continuous learning, with a growth mindset that embraces coaching, feedback, and professional development opportunities.

Skills & Competencies for Success

• Customer‑Centric Mindset: Ability to empathize with customers, anticipate their needs, and deliver solutions that exceed expectations.
• Technical Acumen: Comfort navigating dispatch software, CRM tools, and digital communication platforms with minimal supervision.
• Organizational Excellence: Systematic approach to managing multiple tasks, maintaining accurate records, and ensuring nothing falls through the cracks.
• Adaptability & Resilience: Capacity to stay calm under pressure, pivot quickly when schedules shift, and maintain a positive attitude.
• Team Collaboration: Strong interpersonal skills that foster cooperation with field technicians, sales teams, and senior leadership.
• Analytical Insight: Ability to interpret data trends, identify bottlenecks, and propose actionable improvements.

Career Growth & Learning Opportunities

arenaflex is committed to investing in its people. As a Remote Customer Service Representative – Scheduling & Dispatch, you will have access to a robust learning ecosystem that includes:

• Structured onboarding programs that cover company culture, industry fundamentals, and software mastery.
• Monthly coaching sessions with experienced supervisors focused on skill refinement and career planning.
• Opportunities to cross‑train in related departments such as sales support, operations management, and technical training.
• Eligibility for internal promotion pathways leading to senior dispatch roles, operations management, or customer experience leadership positions.
• Access to industry webinars, certifications, and conferences that keep you at the forefront of trade service trends.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $13.00 to $17.00 based on experience and performance. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Health, dental, and vision insurance options with employer contributions.
• Paid time off (PTO) and paid holidays to support work‑life balance.
• Retirement savings plan with company matching contributions.
• Performance‑based bonuses and incentive programs tied to key metrics such as on‑time dispatch and customer satisfaction.
• Remote‑work stipend covering home office equipment, high‑speed internet, and ergonomic accessories.
• Employee assistance program (EAP) offering counseling, financial advice, and wellness resources.
• Recognition programs that celebrate individual achievements and team milestones.

Our Culture & Work Environment

At arenaflex, we believe that a supportive, inclusive, and purpose‑driven culture is the foundation for lasting success. Our remote workforce enjoys:

• A collaborative virtual environment where ideas are shared openly and every voice is valued.
• Regular virtual team‑building activities, town‑hall meetings, and “coffee chat” sessions that foster connection across geographic locations.
• A commitment to diversity, equity, and inclusion, ensuring that all employees feel respected and empowered to bring their authentic selves to work.
• Transparent communication from leadership, with clear expectations, frequent updates on company performance, and opportunities for feedback.
• A focus on work‑life harmony, encouraging flexible scheduling where possible and respecting personal boundaries.

Work Schedule & Requirements

• Work Hours: Full‑time, 40 hours per week. Shifts are aligned with Mountain Standard Time (MST) to support regional customers and field teams.
• Education: High school diploma or equivalent required.
• Experience: No minimum years of experience required, though two (2) years in a related dispatch or customer‑service role is preferred.
• Location: Remote – candidates must have a reliable internet connection and a dedicated workspace.

How to Apply

If you are ready to join a forward‑thinking organization where your contributions directly impact the comfort and safety of countless households, we want to hear from you. Please click the link below to submit your application, attach a current resume, and include a brief cover letter highlighting why you are the ideal fit for this role at arenaflex.

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Final Thoughts

arenaflex is more than a workplace—it’s a community of passionate professionals dedicated to delivering exceptional service and building lasting relationships. By joining our team as a Remote Customer Service Representative – Scheduling & Dispatch, you will play an integral part in shaping the future of the trades industry while advancing your own career. Take the next step toward a rewarding, growth‑oriented career and apply today. We look forward to welcoming you to the arenaflex family!