Remote Dispatcher & Customer Experience Coordinator – Plumbing, Heating, and Cooling Industry

About arenaflex

For nearly five decades, arenaflex has stood as a beacon of trust, craftsmanship, and family-centered values in the plumbing, heating, and cooling industry. Serving the Greater Boston and Metro West communities since 1975, arenaflex has built an enduring reputation for honesty, professionalism, and exceptional service. Our legacy is rooted in a simple yet powerful promise: to treat every customer, every home, and every team member with the respect and care that defines a true family business.

At arenaflex, we believe that the comfort and safety of our customers begin long before a technician arrives at their doorstep. It starts with the first phone call—the voice on the other end that listens, understands, and coordinates the precise help that is needed. That is why we are searching for a dedicated, organized, and service-driven professional to join our growing team as a Remote Dispatcher and Customer Experience Coordinator. If you thrive in a fast-paced environment, love solving problems, and take pride in delivering outstanding customer experiences, we want to hear from you.

Position Overview

We are currently hiring a Remote Dispatcher and Customer Service professional to join the arenaflex team. This is a remote or hybrid position, offering flexibility while remaining an integral part of our daily operations. The ideal candidate will wear multiple hats, balancing dispatching responsibilities with front-line customer support. You will serve as the critical link between our customers and our field technicians, ensuring that every service call is scheduled efficiently, every customer concern is addressed promptly, and every interaction reflects the integrity and excellence that arenaflex is known for.

This role is perfect for someone who is naturally organized, enjoys variety in their daily tasks, and finds satisfaction in keeping operations running smoothly behind the scenes. You will be the heartbeat of our service coordination, managing technician schedules, maintaining customer records, and providing clear, compassionate communication to all stakeholders.

Key Responsibilities

Dispatching and Scheduling

• Maintain the daily schedules of Service and Install Technicians, ensuring optimal route efficiency and timely service delivery.
• Schedule return trips with customers when parts become available, coordinating with both the customer and the technician to find suitable appointment windows.
• Manage and maintain the on-call schedule for service technicians, ensuring proper coverage during evenings, weekends, and holidays.
• Keep customers informed of the company schedule, requested lead times, and any changes that may affect their service appointment.
• Monitor technician locations and job statuses to provide accurate updates to customers and internal teams.

Customer Service Excellence

• Serve as the front line of support for customers, addressing inquiries, concerns, and service requests with professionalism and empathy.
• Ensure customer satisfaction with our products, services, and features by actively listening, problem-solving, and following through on commitments.
• Build and maintain positive customer relationships by providing timely, accurate, and courteous communication at every touchpoint.
• Handle escalated customer concerns with patience and diplomacy, working to resolve issues to the customer's satisfaction.
• Gather and document customer feedback to help arenaflex continuously improve our service offerings.

Data Management and Administrative Support

• Maintain the customer database with current and accurate information, including contact details, service history, and preferences.
• Update job records, technician notes, and scheduling changes in a timely manner.
• Generate reports on scheduling efficiency, customer interactions, and service metrics as needed.
• Support department managers with administrative tasks and communication coordination.

Communication and Collaboration

• Communicate clearly and concisely with department managers, employees, technicians, and customers throughout the daily routine.
• Collaborate with field technicians to address scheduling conflicts, part delays, or special customer needs.
• Coordinate with other departments to ensure seamless service delivery and customer satisfaction.
• Participate in team meetings and training sessions to stay informed on company updates, new procedures, and industry best practices.

Required Qualifications

• Advanced customer service skills: Demonstrated ability to handle customer inquiries, complaints, and requests with professionalism, empathy, and efficiency.
• Multi-tasking ability: Proven capacity to manage multiple priorities, tasks, and conversations simultaneously without sacrificing quality.
• Strong organizational skills: Detail-oriented with the ability to maintain accurate schedules, records, and customer information.
• Computer proficiency: Comfortable working with various software applications, databases, and communication tools.
• Microsoft Office Suite: Intermediate proficiency in Word, Excel, Outlook, and Teams.
• Relevant experience: One to two years of experience in customer service, dispatching, project management, or an equivalent combination of education and professional experience.
• Geographical knowledge: Familiarity with the Greater Boston and Metro West service area, or strong map reading and navigation skills.
• Industry awareness: Knowledge of the plumbing, heating, and cooling industry is recommended but not required.

Preferred Qualifications

• Working knowledge of the HVAC and Plumbing industry, including common terminology, services, and customer needs.
• Two or more years of HVAC and Plumbing Dispatcher experience.
• Two or more years of general dispatching experience in a service-oriented environment.
• Experience using Service Titan or similar field service management software.

Skills and Competencies for Success

To excel in this role at arenaflex, you will need a unique blend of technical, interpersonal, and problem-solving skills. We are looking for candidates who demonstrate:

• Exceptional communication skills: Both verbal and written, with the ability to convey information clearly and courteously.
• Active listening: The ability to understand customer needs, ask the right questions, and provide appropriate solutions.
• Time management: The capacity to prioritize tasks, manage competing deadlines, and maintain composure under pressure.
• Problem-solving mindset: A proactive approach to identifying issues and finding effective solutions quickly.
• Adaptability: Comfort with changing priorities, new technologies, and evolving customer needs.
• Team collaboration: A cooperative spirit and the ability to work effectively with technicians, managers, and other team members.
• Technical aptitude: Quick learner with the ability to become proficient in dispatch software, CRM systems, and other tools.
• Customer-centric attitude: A genuine desire to help people and ensure their experience with arenaflex exceeds expectations.

Compensation and Benefits

arenaflex values its team members and offers a competitive compensation package designed to attract and retain top talent. The pay range for this position is $26.00 to $31.00 per hour, depending on experience and qualifications.

Our Comprehensive Benefits Include:

• Health Coverage: Medical, dental, and vision insurance paid at 50% for the employee.
• Long-Term Disability (LTD): 100% employer-paid.
• Life Insurance: $50,000 coverage fully paid by the employer.
• 401(k) Retirement Plan: 5% employer match after six months of employment.
• Birthday Bonus: A special bonus equivalent to eight hours of pay to celebrate your special day.
• Vacation Time: Two weeks in the first year, three weeks after one to four years of service, and four weeks after five or more years.
• Sick Time: 40 hours of sick time for full-time employees.
• Bereavement Leave: Three days of paid leave to handle the loss of a loved one.
• Tuition Reimbursement: Up to $500 per year to support your continued education and professional development.
• Parental Leave: Maternity and paternity leave to support growing families.

Work Environment and Company Culture

At arenaflex, our culture is built on the foundation of family values, mutual respect, and a shared commitment to excellence. Despite being a remote or hybrid position, you will be an integral part of a close-knit team that supports one another and takes pride in the work we do. We foster an environment where open communication, collaboration, and continuous improvement are not just encouraged—they are expected.

Our team members enjoy the flexibility of remote work while remaining connected through regular team meetings, digital collaboration tools, and a supportive management structure. We believe that when our employees feel valued and empowered, they deliver exceptional service to our customers. That is the arenaflex way.

Career Growth and Learning Opportunities

Joining arenaflex means becoming part of a company that is invested in your long-term success. We provide opportunities for professional development, cross-training, and career advancement within our growing organization. Whether you are looking to deepen your expertise in dispatching and customer service, expand your knowledge of the HVAC and plumbing industry, or explore leadership opportunities, arenaflex offers a pathway for growth.

Our tuition reimbursement program and commitment to ongoing training ensure that you have the resources you need to develop new skills and advance your career. Many of our team members have grown into management and specialized roles within the company, and we are proud to support that journey.

How to Apply

If you are a motivated, customer-focused professional with a passion for delivering exceptional service, we invite you to apply for the Remote Dispatcher and Customer Experience Coordinator position at arenaflex. This is your opportunity to join a respected, family-oriented company that has been serving its community with integrity for nearly fifty years.

Take the next step in your career and become part of a team that values your skills, supports your growth, and celebrates your contributions. Apply today and discover why arenaflex is not just a workplace—it is a family.

Equal Opportunity Employer: arenaflex is an equal opportunity employer and values diversity in our workforce. We welcome applications from candidates of all backgrounds and experiences.