Remote MST Customer Service Representative – Scheduling & Dispatch Specialist at arenaflex

About arenaflex – Empowering the Trades Industry

arenaflex is a fast‑growing, technology‑driven service organization that partners with plumbing, HVAC, and other trade professionals to deliver reliable, on‑time solutions to homeowners and businesses across the United States. Our mission is to simplify the lives of skilled tradespeople and the families they serve by providing a seamless, customer‑focused experience from the first phone call to the final service completion. With a culture rooted in integrity, continuous improvement, and genuine care, arenaflex has built a reputation for excellence, innovation, and a supportive workplace where every employee can thrive.

Why This Role Matters

As a Remote MST (Mountain Standard Time) Customer Service Representative – Scheduling, you will be the heartbeat of our operations. You will coordinate the flow of work orders, ensure technicians arrive on time, and act as the primary point of contact for our customers. Your ability to balance efficiency with empathy will directly impact customer satisfaction, technician productivity, and the overall growth trajectory of arenaflex.

Key Responsibilities

Customer Interaction & Support

• Answer inbound phone calls, respond to emails, and manage live chat inquiries with professionalism and a friendly tone.
• Serve as the first point of contact for scheduling appointments, addressing concerns, and resolving complaints, always aiming for a “first‑call resolution.”
• Maintain accurate records of customer interactions in our CRM system, ensuring that every detail is captured for future reference.

Scheduling & Dispatch Operations

• Coordinate daily technician schedules for service calls, installations, and repairs, balancing workload, travel time, and skill requirements.
• Dispatch technicians to job sites using ServiceTitan, ensuring they have all necessary information (job details, customer notes, safety protocols) before departure.
• Monitor real‑time technician availability and adjust schedules on the fly to accommodate emergencies, last‑minute changes, or high‑priority jobs.
• Collaborate with the operations team to forecast demand, identify peak periods, and proactively allocate resources.

Administrative & Process Management

• Oversee day‑to‑day office functions, including handling correspondence, processing invoices, and maintaining organized digital filing systems.
• Process customer payments, track overdue accounts, and follow up with gentle reminders to ensure timely collections.
• Assist in the rollout and continuous improvement of ServiceTitan, providing feedback to the implementation team and training new users as needed.
• Support additional initiatives that drive operational efficiency, such as workflow automation, data reporting, and performance analytics.

Essential Qualifications

• Experience: Minimum 2 years of experience in dispatching, scheduling, or customer service within the plumbing, HVAC, or related trade services sector.
• Technical Proficiency: Strong command of Google Suite, Slack, and dispatching software (ServiceTitan preferred).
• Communication Skills: Excellent verbal and written communication, with the ability to convey complex information clearly to both customers and technicians.
• Organizational Ability: Demonstrated talent for multitasking, prioritizing tasks, and managing time effectively in a fast‑paced environment.
• Attention to Detail: Proven track record of maintaining accurate records, spotting inconsistencies, and solving problems before they escalate.
• Background Check: Ability to pass a clear background screening.

Preferred Qualifications & Additional Assets

• Prior experience with ServiceTitan or similar field service management platforms.
• Familiarity with plumbing, HVAC, or electrical service terminology, processes, and materials.
• High school diploma or equivalent; additional certifications in customer service, dispatch, or trade management are a plus.
• Demonstrated growth mindset—eagerness to pursue professional development courses, industry webinars, or internal training programs.
• Experience working remotely, with a dedicated home office setup that meets arenaflex’s technical standards.

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to empathize with customers, anticipate needs, and deliver solutions that exceed expectations.
• Problem‑Solving: Quick identification of scheduling conflicts, resource constraints, or service bottlenecks, followed by effective resolution.
• Team Collaboration: Strong partnership skills to work closely with technicians, operations managers, and senior leadership.
• Data‑Driven Decision Making: Comfort interpreting scheduling metrics, service KPIs, and performance dashboards to inform daily actions.
• Adaptability: Thrive in a dynamic environment where priorities shift, new tools are introduced, and continuous improvement is expected.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a Remote MST Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned dispatch leaders.
• Monthly training webinars covering advanced ServiceTitan features, conflict resolution techniques, and industry best practices.
• Opportunities to transition into senior dispatch roles, operations management, or specialized customer experience positions as you demonstrate mastery and leadership.
• Tuition reimbursement for relevant certifications or courses that enhance your skill set.
• Cross‑functional projects that expose you to strategic planning, process optimization, and technology implementation.

Work Environment & Culture at arenaflex

Our remote workforce is built on trust, autonomy, and a shared commitment to excellence. At arenaflex you will experience:

• Flexibility: A fully remote schedule that respects your personal life while aligning with MST business hours.
• Collaborative Technology Stack: State‑of‑the‑art communication tools (Slack, Zoom, Google Workspace) that keep you connected to the team.
• Inclusive Culture: A diverse, supportive community where ideas are welcomed, and every voice matters.
• Recognition Programs: Regular acknowledgment of outstanding performance through awards, bonuses, and public shout‑outs.
• Well‑Being Initiatives: Access to mental‑health resources, virtual fitness challenges, and a stipend for home‑office equipment.

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:

• Health, dental, and vision insurance options with employer contributions.
• Paid time off (PTO) and paid holidays to recharge and spend time with loved ones.
• Retirement savings plan with company matching.
• Performance‑based bonuses and quarterly incentive programs.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend to ensure you have a reliable computer, headset, and high‑speed internet connection.

How to Apply

If you are ready to join a forward‑thinking organization that values your expertise, encourages growth, and rewards dedication, we want to hear from you. Click the link below to submit your application and become a vital part of arenaflex’s mission to transform the trades industry.

Apply Now – Join arenaflex Today!

Final Thoughts

At arenaflex, you are not just filling a role—you are becoming a catalyst for exceptional service delivery, operational excellence, and meaningful impact on the lives of countless families and trade professionals. Bring your passion for customer service, your knack for organization, and your desire to grow, and we will provide the platform, support, and opportunities you need to succeed. Apply today and start building a rewarding career with arenaflex.