At arenaflex, we are committed to delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions, we are seeking an experienced and customer-focused individual to join our team as a 3rd Shift Customer Experience Agent. This is a fully remote position that offers a unique opportunity to work from the comfort of your own home while making a real impact on our customers' lives.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is dedicated to providing cutting-edge solutions to our clients. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a work environment that is inclusive, supportive, and empowering. As a remote employee, you will have the flexibility to work from anywhere, while still being part of a collaborative and dynamic team.
**Job Summary**
As a 3rd Shift Customer Experience Agent at arenaflex, you will be responsible for providing exceptional customer service over the phone, dispatching calls to technicians, and performing various administrative duties. This is a unique opportunity to work in a fast-paced and dynamic environment, where you will have the chance to make a real impact on our customers' lives.
**Key Responsibilities**
* Answer inbound phone calls to schedule jobs and handle customer service inquiries in a timely and efficient manner
* Initiate outbound phone calls for scheduling of service calls to ensure seamless communication with customers
* Handle various customer inquiries and requests efficiently and accurately, providing solutions that meet their needs
* Dispatch the correct technician (based on qualifications, geography, customer preference) to each job, ensuring that customers receive the best possible service
* Utilize Service Titan software to effectively plan and dispatch jobs, ensuring that customers receive timely and efficient service
* Proactively communicate with customers regarding estimated arrival times, technician details, and other relevant information
* Communicate with technicians regarding availability, expected completion time, and other relevant information
* Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls, maintaining the highest level of data integrity
* Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company, including data entry, reporting, and other tasks as needed
* High interaction with service technicians and various customers from residential to commercial, providing exceptional customer service and support
**Qualifications**
* Must be familiar with the surrounding Chicagoland area, with a strong understanding of local geography and demographics
* High school diploma or equivalent (GED) required, with a minimum of 3 years relevant work experience in a customer service environment
* Previous dispatch experience a plus, with a strong understanding of dispatch software and systems
* Strong verbal and written communication skills, with the ability to communicate effectively with customers and technicians
* Plumbing, Electric & HVAC experience a plus, with a strong understanding of technical concepts and terminology
* 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, including customers, technicians, and management
* Versatility, flexibility, and a willingness to work within constantly changing priorities, with a strong ability to adapt to new situations and challenges
* Proficient in Microsoft Office, with a strong understanding of software applications and systems
* Ability to work from home efficiently, with a strong understanding of remote work technologies and systems
* Ability and willingness to work nights and weekends, with a strong commitment to providing exceptional customer service and support
**Benefits**
* Medical, Dental & Vision Insurance, with comprehensive coverage for you and your family
* Supplemental AFLAC Insurance Options, providing additional protection and support
* 401(k) Plan with Company Match, helping you save for your future and achieve your retirement goals
* Company-provided Life Insurance, providing peace of mind and financial security for you and your loved ones
* Employee discounts on company-provided services, including plumbing, electric, and HVAC services
* On-site training facility for continuous employee development, providing opportunities for growth and advancement
* Paid Time Off (PTO), allowing you to relax and recharge with your loved ones
* Paid Holidays, providing time off to celebrate special occasions and events
* Tuition Reimbursement, helping you pursue your education and career goals
**Work Environment and Culture**
* Remote work environment, providing flexibility and autonomy to work from anywhere
* Collaborative and dynamic team culture, with a strong focus on customer service and support
* Inclusive and supportive work environment, with a strong commitment to diversity, equity, and inclusion
* Opportunities for growth and advancement, with a strong focus on employee development and career progression
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you and learning more about your qualifications and experience.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from diverse candidates and are committed to creating a work environment that is inclusive and supportive of all employees.
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