Third Shift Remote Customer Solutions Representative – Nighttime Service & Dispatch Specialist (Fully Remote)

About arenaflex

arenaflex is a leading provider of residential and commercial home‑service solutions, delivering fast, reliable, and courteous assistance in plumbing, electrical, HVAC, and related trades. With a commitment to innovation, technology, and customer‑centric values, arenaflex has built a reputation for excellence across the United States. Our mission is to empower homeowners and businesses with seamless service experiences, leveraging cutting‑edge software platforms such as ServiceTitan and ClearPath to coordinate field technicians, streamline dispatch, and ensure every interaction exceeds expectations.

As a fully remote organization, arenaflex embraces flexible work arrangements, invests heavily in employee development, and fosters a culture where collaboration, accountability, and continuous improvement thrive. Whether you are a seasoned customer‑service professional or an ambitious newcomer, arenaflex offers a dynamic environment where your contributions directly impact the quality of life for thousands of customers every day.

Position Overview

The Third Shift Remote Customer Solutions Representative is a critical front‑line role that operates during the night hours (3:30 PM – 12:00 AM, Tuesday through Saturday). This position is fully remote, except for an initial in‑person training session in McHenry, Illinois. You will be the voice of arenaflex, handling inbound and outbound calls, scheduling service appointments, dispatching qualified technicians, and performing essential administrative tasks. Your ability to communicate clearly, manage multiple priorities, and maintain meticulous records will ensure that customers receive timely, accurate, and friendly service—even during the most demanding hours.

Key Responsibilities

Customer Interaction & Service Excellence

• Answer inbound calls promptly, providing courteous assistance and gathering complete, accurate information from customers.
• Initiate outbound calls to confirm service appointments, follow up on open tickets, and provide updates on technician arrival times.
• Resolve a wide range of customer inquiries—including service requests, billing questions, and emergency situations—while maintaining a calm and professional demeanor.
• Proactively communicate estimated arrival windows, technician names, and any changes to service schedules, ensuring customers feel informed and valued.

Dispatch & Coordination

• Utilize ServiceTitan and ClearPath platforms to assign the most appropriate technician based on skill set, geographic proximity, and customer preferences.
• Maintain an up‑to‑date knowledge base of technician availability, skill certifications, and equipment requirements.
• Coordinate with field technicians to confirm job details, expected completion times, and any special instructions.
• Monitor real‑time job progress and intervene when delays or obstacles arise, escalating issues to supervisors as needed.

Administrative & Operational Support

• Accurately enter and verify customer data—including names, phone numbers, addresses, and service histories—into the CRM system.
• Prepare and distribute daily dispatch reports, ensuring all stakeholders have visibility into upcoming workloads.
• Assist the Office Manager and other supervisors with ad‑hoc projects, data analysis, and process improvement initiatives.
• Participate in ongoing training sessions, webinars, and knowledge‑sharing forums to stay current on product updates and industry best practices.

Essential Qualifications

• High school diploma or GED equivalent; additional education or certifications in business administration, communications, or a related field are a plus.
• Minimum of three (3) years of proven experience in a high‑volume customer‑service environment, preferably within home‑service, utilities, or related industries.
• Demonstrated ability to handle night‑shift schedules, including weekends, with reliability and punctuality.
• Must reside in Illinois and be able to travel to McHenry, IL for the initial training period.
• Strong verbal and written communication skills, with an emphasis on clarity, empathy, and active listening.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based dispatch software.
• Attention to detail and a systematic approach to data entry, ensuring error‑free records.
• Ability to manage competing priorities, adapt to shifting workloads, and maintain composure under pressure.

Preferred Qualifications & Additional Assets

• Prior experience in dispatching or scheduling for plumbing, electrical, HVAC, or similar trades.
• Familiarity with ServiceTitan, ClearPath, or comparable field‑service management platforms.
• Technical knowledge of residential and commercial service systems (e.g., pipe layouts, electrical circuits, HVAC components).
• Experience working remotely in a self‑directed environment, demonstrating strong time‑management and accountability.
• Customer‑service certifications such as Certified Customer Service Professional (CCSP) or similar.

Core Skills & Competencies

• Communication Excellence: Ability to convey information clearly, build rapport, and de‑escalate challenging situations.
• Problem‑Solving Acumen: Quick identification of root causes and implementation of effective solutions.
• Technical Aptitude: Comfort learning new software tools and understanding basic service‑industry terminology.
• Organizational Mastery: Efficiently juggling multiple calls, dispatch tasks, and administrative duties without sacrificing quality.
• Team Collaboration: Working closely with technicians, supervisors, and cross‑functional teams to achieve shared goals.
• Adaptability: Thriving in a fast‑changing environment where priorities can shift rapidly.

Career Growth & Development Opportunities

arenaflex is committed to investing in its people. As a Third Shift Remote Customer Solutions Representative, you will have access to a robust learning ecosystem that includes:

• Structured onboarding and mentorship programs that pair you with seasoned supervisors.
• Continuous education resources, such as online courses, webinars, and industry certifications.
• Clear career pathways leading to senior dispatch roles, team lead positions, or specialized customer‑experience management tracks.
• Opportunities to cross‑train in related departments, such as sales support, operations analysis, or technical services.
• Regular performance reviews that focus on skill development, goal setting, and recognition of achievements.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a supportive, inclusive, and results‑driven culture. Key aspects of the arenaflex experience include:

• Flexibility: While the third‑shift schedule is fixed, you have the freedom to design your home office setup to maximize comfort and productivity.
• Collaboration: Virtual team huddles, chat channels, and video conferences keep you connected with peers and leadership.
• Recognition: Monthly awards, peer‑to‑peer shout‑outs, and performance bonuses celebrate outstanding service.
• Well‑Being: Access to mental‑health resources, ergonomic guidance, and wellness stipends to support a healthy work‑life balance.
• Diversity & Inclusion: arenaflex values diverse perspectives and fosters an environment where every voice is heard.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage starting at $20.00 per hour, with the potential for performance‑based increases. In addition to base pay, you will receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance options with employer contributions.
• Supplemental insurance plans, including life and disability coverage.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid time off (PTO), paid holidays, and flexible scheduling to support personal commitments.
• Tuition reimbursement for approved courses and certifications.
• Employee discounts on arenaflex‑provided home‑service packages.
• Access to an on‑site training facility (when needed) for hands‑on skill development.
• Regular team‑building events, virtual socials, and recognition programs.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced remote environment, and are ready to contribute to arenaflex’s mission of service excellence, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply Now at arenaflex

Join arenaflex Today

At arenaflex, every call you take, every schedule you coordinate, and every problem you solve directly influences the comfort and safety of our customers’ homes. By joining our third‑shift team, you become part of a purpose‑driven organization that values integrity, innovation, and the well‑being of its employees. Take the next step in your career—apply now and help us shape the future of home‑service solutions.