Remote MST Customer Service Representative – Scheduling & Dispatch Specialist at arenaflex (Full‑Time, 40 hrs/week)

About arenaflex

arenaflex is a fast‑growing, technology‑enabled service organization that partners with skilled tradespeople across the plumbing, HVAC, and broader service industries. Our mission is to empower technicians, streamline service operations, and deliver an unmatched experience to homeowners and commercial clients alike. By combining a deep respect for the trades with cutting‑edge scheduling and dispatch software, we help families keep their homes comfortable, safe, and functional. As a member of the arenaflex team, you’ll be part of a purpose‑driven culture that values integrity, continuous improvement, and genuine care for both customers and colleagues.

Why This Role Matters

The Remote MST Customer Service Representative – Scheduling role sits at the heart of arenaflex’s operational engine. Every day, you will be the first point of contact for customers seeking timely service, the orchestrator who ensures technicians arrive on schedule, and the problem‑solver who turns unexpected challenges into opportunities for delight. Your work directly influences the speed, reliability, and quality of service delivery, which in turn drives customer satisfaction, repeat business, and the overall growth trajectory of arenaflex.

Key Responsibilities

• Oversee day‑to‑day office operations, including answering inbound calls, responding to email inquiries, and managing both incoming and outgoing correspondence with professionalism and speed.
• Coordinate the scheduling of technicians for service calls, installations, repairs, and preventative maintenance visits, ensuring optimal routing and minimal travel time.
• Dispatch technicians to job sites using ServiceTitan and other dispatch platforms, guaranteeing that each assignment includes all necessary details, parts, and safety information.
• Monitor technician calendars in real time, making proactive adjustments to accommodate emergencies, last‑minute changes, or high‑priority requests.
• Serve as the primary point of contact for customer inquiries, appointment requests, and any concerns or complaints, delivering courteous and solution‑focused communication.
• Maintain a high standard of customer service by promptly acknowledging inquiries, providing clear updates, and resolving issues in a professional manner.
• Organize and maintain digital and physical filing systems for documents, invoices, and client records, ensuring compliance with data‑privacy regulations.
• Process customer payments, issue receipts, and follow up on overdue accounts, collaborating with the finance team to keep cash flow healthy.
• Assist in the rollout, configuration, and ongoing optimization of ServiceTitan, helping the organization leverage its full capabilities for scheduling efficiency.
• Identify opportunities for process improvement, share insights with leadership, and take on additional responsibilities that support arenaflex’s strategic growth initiatives.

Essential Qualifications

• Demonstrated experience in dispatching or scheduling within a service‑oriented industry (plumbing, HVAC, electrical, or similar) – a minimum of 1‑2 years is preferred.
• Proficiency with Google Workspace (Gmail, Calendar, Docs, Sheets) and collaboration tools such as Slack.
• Hands‑on experience with dispatching software, specifically ServiceTitan, or a comparable platform.
• Strong time‑management abilities, with a proven track record of juggling multiple priorities while meeting tight deadlines.
• Exceptional attention to detail and problem‑solving skills, enabling you to quickly diagnose scheduling conflicts and devise effective solutions.
• Excellent verbal and written communication skills, allowing you to interact confidently with customers, technicians, suppliers, and internal teams.
• High school diploma or equivalent; additional certifications in office administration or customer service are a plus.
• Ability to pass a comprehensive background check, reflecting arenaflex’s commitment to safety and trust.

Preferred Qualifications & Additional Skills

• Familiarity with plumbing, HVAC, or general service terminology, processes, and materials, which enhances communication with field technicians.
• Experience working in a remote or hybrid environment, demonstrating self‑discipline, reliable internet connectivity, and a home office setup that meets professional standards.
• Demonstrated growth mindset – a willingness to seek out coaching, pursue professional development, and adapt to evolving technology stacks.
• Customer‑service awards or recognitions that illustrate a history of exceeding service level agreements (SLAs) and key performance indicators (KPIs).
• Basic understanding of invoicing, accounts receivable, and financial reconciliation processes.

Core Competencies & Skills for Success

• Customer‑Centric Focus: Prioritizing the needs of customers, listening actively, and delivering solutions that exceed expectations.
• Organizational Agility: Managing a dynamic schedule, anticipating bottlenecks, and reallocating resources swiftly.
• Technological Fluency: Comfort navigating multiple software platforms simultaneously, learning new tools quickly, and troubleshooting technical issues.
• Communication Excellence: Articulating information clearly, writing concise emails, and maintaining a calm demeanor under pressure.
• Team Collaboration: Working closely with field technicians, finance, and senior leadership to align operational goals.
• Analytical Insight: Interpreting data from ServiceTitan dashboards, identifying trends, and recommending process enhancements.
• Reliability & Integrity: Demonstrating punctuality, following through on commitments, and upholding arenaflex’s ethical standards.

Career Development & Learning Opportunities

arenaflex invests heavily in the professional growth of its employees. As a Remote MST Customer Service Representative, you will have access to a robust learning ecosystem that includes:

• Monthly webinars on advanced dispatch strategies, customer experience design, and emerging trends in the trades industry.
• Mentorship programs pairing you with senior operations managers who can guide your career trajectory and help you set ambitious yet achievable goals.
• Certification subsidies for courses such as Certified Customer Service Professional (CCSP) or ServiceTitan Advanced User Training.
• Opportunities to transition into higher‑impact roles, such as Operations Supervisor, Service Manager, or Training Coordinator, as you demonstrate mastery of scheduling and leadership competencies.
• Cross‑functional projects that expose you to finance, marketing, and technology teams, broadening your skill set and preparing you for future leadership positions.

Work Environment & Culture at arenaflex

At arenaflex, we champion a flexible, inclusive, and supportive remote work environment. Our culture is built on three pillars:

• Collaboration: Even though you’ll be working from home, you’ll never feel isolated. Daily stand‑ups, virtual coffee chats, and a vibrant Slack community keep the team connected.
• Innovation: We encourage you to experiment with new scheduling techniques, suggest software enhancements, and share ideas that can improve efficiency across the organization.
• Well‑Being: We provide a stipend for home‑office equipment, a wellness allowance for fitness or mental‑health resources, and flexible scheduling to accommodate personal commitments.

Our leadership team practices transparent communication, regularly sharing company performance metrics, upcoming initiatives, and celebrating individual and team achievements. This openness fosters a sense of ownership and pride among all arenaflex employees.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage ranging from $13.00 to $17.00, commensurate with experience and demonstrated expertise. In addition to base pay, you will enjoy a comprehensive benefits package that typically includes:

• Health, dental, and vision insurance options with employer contributions.
• Paid time off (PTO) and paid holidays to support work‑life balance.
• Retirement savings plan with company matching contributions.
• Performance‑based bonuses tied to key service metrics and customer satisfaction scores.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) offering counseling, legal, and financial advice.
• Recognition programs that reward outstanding service, innovative ideas, and teamwork.

How to Apply

If you are ready to join a dynamic, purpose‑driven organization where your scheduling expertise will directly impact the lives of homeowners and the success of skilled tradespeople, we want to hear from you. Please submit your application through the link below. Our hiring team will review each submission carefully; we ask that you refrain from calling during the review process, as doing so may affect your candidacy. We appreciate your patience and look forward to potentially welcoming you to the arenaflex family.

Apply Now – Become a Key Player at arenaflex!