Dynamic Customer Service Representative & Field Dispatcher – Part‑Time (16‑24 hrs/week) – Client Relations & Service Coordination

About arenaflex

arenaflex is a leading provider of innovative electrical solutions and smart‑home technologies, serving residential and commercial clients across the Northeastern United States. With a reputation built on reliability, cutting‑edge expertise, and a commitment to sustainable practices, arenaflex continuously raises the bar for service excellence. Our teams are empowered to deliver high‑quality installations, maintenance, and emergency support, ensuring that every customer experience is seamless, safe, and satisfying. As we expand our footprint, we are looking for passionate professionals who thrive in fast‑paced environments and who share our dedication to putting the customer first.

Why This Role Matters

At arenaflex, the Customer Service Representative & Dispatcher is the vital link between our field technicians, our customers, and the broader operations team. This role ensures that every service request is handled with speed, accuracy, and a personal touch, directly influencing customer loyalty and the overall efficiency of our service network. If you enjoy multitasking, problem‑solving, and building rapport, this position offers a rewarding blend of front‑line interaction and behind‑the‑scenes coordination.

Key Responsibilities

• Prompt Call Management: Answer inbound phone calls, emails, and text messages within a few rings, establishing a friendly and professional tone that reflects arenaflex’s brand values.
• Technician Assignment: Evaluate each service request, match the appropriate technician based on skill set, location, and availability, and dispatch assignments through our integrated scheduling platform.
• Information Relay: Communicate detailed job information to field technicians, ensuring they have all necessary documentation, safety guidelines, and customer preferences before heading out.
• Field Coordination: Track the real‑time whereabouts of every technician, monitor progress, and proactively address any obstacles that could impact service timelines.
• Documentation & Reporting: Accurately record outcomes of each service call, update lead tracking systems, and maintain comprehensive call logs for future reference.
• Customer Follow‑Up: Keep customers informed throughout the day about technician arrival times, job status, and any changes, providing a transparent and reassuring experience.
• Issue Resolution: Respond to customer inquiries, troubleshoot problems, and resolve complaints swiftly, turning potential challenges into opportunities for satisfaction.
• Warranty & Forms Management: Process warranty claims, submit all arenaflex forms, and ensure compliance with internal policies and industry regulations.
• Lead Nurturing: Follow up on unsold work, identify upsell opportunities, and collaborate with sales teams to convert leads into revenue‑generating projects.
• Feedback Solicitation: Actively request and record customer feedback, using insights to drive continuous improvement across arenaflex’s service delivery.
• Inspection Scheduling: Arrange project inspections, coordinate with inspectors and homeowners, and confirm that all required documentation is in place.
• Message Management: Take, deliver, and track messages accurately, ensuring that critical information reaches the appropriate parties without delay.
• Escalation Awareness: Alert managers promptly to significant customer issues, providing concise summaries and recommended actions.
• Database Maintenance: Keep the customer database current, updating contact details, service histories, and scheduling preferences.

Essential Qualifications

• Demonstrated success in a customer service role, with a track record of building trust and delivering positive outcomes.
• Proficiency with modern phone systems, CRM software, and basic IT tools; comfortable typing quickly and accurately.
• Exceptional organizational skills, with the ability to juggle multiple tasks, prioritize effectively, and follow through on commitments.
• Strong verbal and written communication abilities, capable of articulating complex information in a clear, friendly manner.
• Conflict‑resolution aptitude; able to de‑escalate tense situations and turn dissatisfied customers into advocates.
• Highly motivated, adaptable, and enthusiastic attitude, with a willingness to learn and grow within the role.
• Residency within the Marlborough/Hudson area (or surrounding communities) to attend occasional in‑person meetings and training sessions.

Preferred Qualifications

• At least one year of experience in dispatching, field service coordination, or a related logistics function.
• Familiarity with electrical or smart‑home service industries, providing a baseline understanding of technical terminology.
• Experience using scheduling platforms such as ServiceTitan, Jobber, or similar tools.
• Previous exposure to warranty processing and form submission workflows.
• Ability to work flexible hours, including occasional early‑morning or late‑evening shifts to accommodate customer needs.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and ensuring every interaction leaves a positive impression.
• Analytical Thinking: Ability to assess service requests quickly, determine the best technician match, and anticipate potential challenges.
• Technology Savvy: Comfort navigating multiple software applications simultaneously, from CRM dashboards to mapping tools.
• Time Management: Skillful at balancing a part‑time schedule while maintaining high productivity and accuracy.
• Team Collaboration: Works well with field crews, sales staff, managers, and external partners, fostering a cooperative environment.
• Attention to Detail: Precise record‑keeping and meticulous follow‑up to ensure no lead or warranty issue falls through the cracks.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Service Representative & Dispatcher, you will have access to:

• Structured onboarding that covers arenaflex’s product portfolio, service protocols, and customer engagement strategies.
• Ongoing training sessions on advanced dispatch software, conflict resolution techniques, and industry best practices.
• Mentorship from senior operations managers who can guide you toward leadership roles such as Operations Supervisor or Service Manager.
• Opportunities to cross‑train in related departments, including sales, field operations, and warranty administration, broadening your skill set.
• Performance‑based incentives and clear pathways for promotion to full‑time positions, with the potential to transition into higher‑impact roles as arenaflex expands.

Work Environment & Culture at arenaflex

Our remote‑first model offers flexibility while maintaining a strong sense of community. You will be part of a collaborative team that values:

• Transparency: Open communication channels, regular virtual town halls, and clear expectations.
• Innovation: Encouragement to suggest process improvements and adopt new technologies that enhance efficiency.
• Respect: A supportive atmosphere where every voice is heard and contributions are recognized.
• Work‑Life Balance: Part‑time scheduling (16‑24 hours per week) with no weekend shifts, allowing you to pursue personal interests or additional commitments.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve, fostering an environment where diverse perspectives thrive.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $20.37, commensurate with experience and performance. In addition to base pay, you can expect:

• Performance bonuses tied to customer satisfaction scores and dispatch efficiency metrics.
• Paid time off for holidays and personal days, even in a part‑time arrangement.
• Access to a suite of professional development resources, including online courses and industry certifications.
• Company‑provided equipment (laptop, headset, and necessary software) to support remote work.
• Health and wellness programs, including virtual fitness classes and mental‑health resources.
• Employee recognition programs that celebrate outstanding service and innovative ideas.

How to Apply

If you are enthusiastic about delivering top‑notch customer experiences, thrive in a dynamic dispatch environment, and meet the qualifications outlined above, we invite you to join arenaflex’s growing team. To submit your application, click the link below and provide your resume, a brief cover letter, and any relevant certifications.

Apply Job!

Closing Statement

arenaflex is eager to welcome a motivated, detail‑oriented professional who will champion our customers’ needs and help streamline field operations. This part‑time role offers a gateway to a rewarding career in a forward‑thinking company that values excellence, integrity, and continuous improvement. Take the next step in your professional journey—apply today and become an integral part of arenaflex’s success story.