Introduction to arenaflex
At arenaflex, we pride ourselves on delivering exceptional customer experiences through our dedicated team of professionals. As a leader in our industry, we understand the importance of providing top-notch service to our clients, and we're committed to building a team that shares our passion for excellence. If you're a customer-focused individual with a passion for helping others, we invite you to join our team as a 3rd Shift Customer Experience Agent. This fully remote position offers the flexibility to work from the comfort of your own home, while still being an integral part of our dynamic team.
Job Summary
In this role, you will be responsible for providing outstanding customer service over the phone, ensuring that our clients receive timely and accurate assistance. Your duties will include answering inbound calls, scheduling jobs, handling customer inquiries, and dispatching calls to technicians. You will also be responsible for performing various administrative tasks, as requested by your supervisor and other managers within the company. If you're a highly motivated and organized individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Answer inbound phone calls to schedule jobs and handle customer service inquiries in a timely and professional manner
- Initiate outbound phone calls for scheduling of service calls, ensuring that all necessary information is obtained and accurate
- Handle various customer inquiries and requests efficiently and accurately, providing exceptional customer service and support
- Dispatch the correct technician to each job, taking into account qualifications, geography, and customer preference
- Utilize Service Titan software to effectively plan and dispatch jobs, ensuring that all details are accurate and up-to-date
- Proactively communicate with customers regarding estimated arrival times, technician details, and other relevant information
- Communicate with technicians regarding availability, expected completion time, and other important details
- Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls, maintaining attention to detail and a high level of organization
- Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company, demonstrating versatility and flexibility
- High interaction with service technicians and various customers from residential to commercial, providing exceptional customer service and support
- Other duties as assigned, demonstrating a willingness to adapt to changing priorities and responsibilities
Qualifications and Requirements
To be successful in this role, you will need to possess the following qualifications and skills:
- Must live in Illinois and be familiar with the surrounding Chicagoland area
- High school diploma or equivalent (GED) required, with a minimum of 3 years relevant work experience in a customer service environment
- Previous dispatch experience is a plus, as is experience in the plumbing, electric, and HVAC industries
- Strong verbal and written communication skills, with the ability to effectively communicate with customers, technicians, and other stakeholders
- Attention to detail, with the ability to manage priorities and workflow in a fast-paced environment
- Ability to deal effectively with a diversity of individuals at all organizational levels, demonstrating empathy, understanding, and a customer-focused approach
- Versatility, flexibility, and a willingness to work within constantly changing priorities, with a positive and adaptable attitude
- Proficient in Microsoft Office, with the ability to learn and utilize Service Titan software and other systems as required
- Ability to work from home efficiently, with a dedicated workspace and reliable internet connection
- Ability and willingness to work nights and weekends, including a 3rd shift schedule (6:00pm-2:30am Monday through Thursday and 3:30pm-12:00am on Sunday)
Essential Skills and Competencies:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
- Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions
- Ability to work in a fast-paced environment, with a high level of organization and attention to detail
- Strong technical skills, with the ability to learn and utilize new software and systems
- Ability to work independently, with a high level of self-motivation and discipline
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to the growth and development of our employees. As a 3rd Shift Customer Experience Agent, you will have access to a range of training and development opportunities, including:
- On-site training facility for continuous employee development
- Tuition reimbursement program, to support your ongoing education and career advancement
- Opportunities for career advancement, with a clear path for professional growth and development
- A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and supportive company culture. As a remote employee, you will be an integral part of our team, with regular opportunities for communication and collaboration. Our company culture is built on the following values:
- A customer-focused approach, with a commitment to delivering exceptional service and support
- A collaborative and supportive work environment, with a team of experienced professionals who are passionate about their work
- A commitment to ongoing learning and development, with a range of training and development opportunities
- A positive and inclusive work environment, with a focus on diversity, equity, and inclusion
Compensation, Perks, and Benefits
As a 3rd Shift Customer Experience Agent at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:
- Competitive hourly rate of $20 per hour
- Medical, dental, and vision insurance, with a range of options to suit your needs
- Supplemental AFLAC insurance options, to provide additional protection and support
- 401(k) plan with company match, to support your retirement savings and planning
- Company-provided life insurance, to provide additional protection and support
- Employee discounts on company-provided services, to support your personal and professional needs
- Paid time off (PTO) and paid holidays, to support your work-life balance and well-being
- Tuition reimbursement program, to support your ongoing education and career advancement
Conclusion
If you're a customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a 3rd Shift Customer Experience Agent at arenaflex, you will be an integral part of our team, with the opportunity to make a real difference in the lives of our customers. With a competitive compensation package, a range of benefits and perks, and opportunities for career growth and development, this is an opportunity not to be missed. Apply today to join our team and start your journey with arenaflex!
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