Customer Service Coordinator – Multi‑Channel Support & Service Scheduling Specialist at arenaflex

About arenaflex

arenaflex is a proud, family‑owned leader in the home appliance industry, delivering top‑quality sales, installation, and after‑sales service for more than six decades. Since its founding in 1962, arenaflex has grown from a single storefront to a thriving operation with two retail locations, a dedicated parts and distribution center, and a skilled team of installers, delivery drivers, and service technicians. Recognized as Medina County’s “Best of the Best – Appliance Store” for 16 consecutive years, arenaflex combines a deep respect for tradition with a forward‑thinking approach to customer experience. Our mission is simple: to make every customer’s interaction with our brand seamless, supportive, and memorable.

Why This Role Matters

At arenaflex, the Customer Service Coordinator is the heartbeat of our service ecosystem. You will be the primary liaison between our valued customers, the parts department, and our field technicians. By expertly managing service tickets, scheduling appointments, and ensuring clear communication, you will directly influence customer satisfaction, repeat business, and the overall reputation of arenaflex. If you thrive in a fast‑paced environment, love solving problems, and enjoy collaborating with diverse teams, this role offers the perfect platform to showcase your talents.

Key Responsibilities

Customer Interaction & Experience

• Create a great customer experience by delivering courteous, knowledgeable, and proactive support at every touchpoint.
• Answer and transfer calls on a multi‑line phone system, ensuring each caller feels heard and valued.
• Provide timely updates on part orders, service appointments, and follow‑up actions, keeping customers informed throughout the service lifecycle.

Service Ticket Management

• Generate, review, and finalize service tickets with precision, accurately documenting parts used and technicians’ diagnoses.
• Collaborate with the parts department to verify inventory availability and expedite necessary components.
• Maintain an organized, up‑to‑date ticketing system that enables quick retrieval of historical service data.

Scheduling & Coordination

• Schedule service appointments that align with customer preferences, technician availability, and logistical constraints.
• Coordinate with installation and delivery teams to ensure seamless handoffs and avoid scheduling conflicts.
• Monitor daily and weekly appointment calendars, proactively addressing any gaps or overlaps.

Team Collaboration & Continuous Improvement

• Partner with sales, support, service, installation, and delivery staff to deliver a unified, best‑in‑class experience.
• Participate in regular team meetings, sharing insights and suggesting process enhancements that boost efficiency and customer satisfaction.
• Assist the Customer Service Lead and Customer Engagement Leader with reporting, data analysis, and special projects as needed.

Additional Duties

• Perform other duties as assigned, demonstrating flexibility and a willingness to support the broader arenaflex mission.

Essential Qualifications

• Outgoing personality with a genuine passion for helping people and a “can‑do” attitude.
• Exceptional verbal and written communication skills, enabling clear and professional interactions with customers and internal teams.
• Proven ability to multitask in a fast‑paced environment, juggling phone calls, ticket updates, and scheduling demands without sacrificing accuracy.
• Experience operating a multi‑line phone system, preferably in a retail or service‑oriented setting.
• Acute attention to detail, especially when documenting parts usage, service diagnoses, and follow‑up actions.
• Demonstrated success thriving in a team‑oriented, results‑driven culture.
• Proficiency with Microsoft Office Suite—Word, Excel, and Outlook.

Preferred Qualifications & Skills

• Previous experience in the home appliance or consumer electronics industry.
• Familiarity with customer relationship management (CRM) software or ticketing platforms.
• Basic understanding of appliance parts, installation processes, and common service issues.
• Strong problem‑solving abilities, with a track record of turning challenging situations into positive outcomes.
• Ability to work flexible hours, including weekend rotations, to meet customer demand.
• Commitment to continuous learning, such as pursuing certifications in customer service excellence or technical support.

What You’ll Gain – Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Service Coordinator, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of arenaflex’s service processes.
• Ongoing training workshops covering advanced communication techniques, conflict resolution, and service‑technology updates.
• Opportunities to cross‑train with the parts, installation, and field service teams, broadening your industry knowledge.
• Clear pathways for advancement into senior coordination, supervisory, or customer experience management roles.
• Regular performance feedback and goal‑setting sessions that align your career aspirations with arenaflex’s growth trajectory.

Work Environment & Culture at arenaflex

Our culture is built on respect, collaboration, and a shared commitment to excellence. At arenaflex you will experience:

• A supportive, family‑like atmosphere where every voice is heard and ideas are welcomed.
• Open communication channels that encourage transparency between frontline staff and leadership.
• Recognition programs that celebrate individual and team achievements, reinforcing a sense of pride and belonging.
• A balanced work‑life approach, with the option to transition to remote work after the initial training period.
• Regular team‑building events, community outreach initiatives, and a workplace that values diversity and inclusion.

Compensation, Perks & Benefits

• Competitive hourly wage starting at $17.50, with eligibility for bonuses and profit‑sharing based on performance.
• Up to 5 weeks of paid vacation, providing ample time for rest and personal pursuits.
• Paid holidays and a flexible schedule that accommodates weekend rotations.
• Comprehensive health, dental, and vision insurance plans to protect you and your family.
• 401(k) retirement plan with company matching to help you build a secure future.
• Employee referral program that rewards you for bringing talented friends into the arenaflex family.
• Opportunities for remote work after the training phase, offering greater flexibility and work‑life harmony.
• Access to a modern, fully equipped training facility in Brunswick, OH, where you’ll learn the ropes alongside seasoned professionals.

Typical Day in the Role

Each day begins with a quick huddle with the Customer Service Lead, reviewing the day’s appointment schedule and any high‑priority tickets. You’ll then dive into answering inbound calls, processing new service requests, and updating existing tickets. Mid‑day, you’ll coordinate with the parts department to confirm inventory for upcoming appointments, while also liaising with technicians to confirm their availability. The afternoon may involve follow‑up calls to customers, confirming that recent service visits met expectations, and documenting any feedback for continuous improvement. Throughout the day, you’ll maintain meticulous records, ensuring that every interaction is captured accurately in the system.

How to Apply

If you are ready to become a pivotal part of arenaflex’s award‑winning service team, we encourage you to submit your application today. Showcase your passion for customer service, your knack for organization, and your desire to grow within a dynamic, supportive environment.

Join arenaflex and help us continue the legacy of excellence that has defined our brand for over 60 years.

Apply Job!