Remote MST Customer Service Representative – Scheduling & Dispatch Specialist for Plumbing & HVAC Services

About arenaflex

arenaflex is a fast‑growing, technology‑enabled service company that partners with skilled tradespeople to deliver reliable plumbing, HVAC, and related home‑service solutions across the United States. Our mission is to simplify the lives of homeowners and businesses by providing timely, courteous, and professional service experiences. With a culture rooted in integrity, continuous improvement, and genuine care for both customers and employees, arenaflex has built a reputation for excellence in a highly competitive market.

Our remote teams are the backbone of this operation. They ensure that every service call, installation, and repair is coordinated flawlessly, allowing field technicians to focus on what they do best—delivering quality workmanship. As we expand our footprint, we are looking for dedicated professionals who want to grow with us and make a tangible impact on the daily lives of millions of customers.

Why Join arenaflex?

Choosing a career at arenaflex means becoming part of an organization that values your ambition, supports your development, and rewards your contributions. Here’s what sets us apart:

• Purpose‑Driven Work: Every interaction you have directly influences the comfort and safety of households and businesses.
• Career Pathways: Clear advancement tracks from entry‑level roles to senior leadership positions, with mentorship programs and tuition assistance.
• Remote‑First Flexibility: Work from anywhere in the United States while staying connected to a collaborative, supportive team.
• Innovative Tools: Access to industry‑leading dispatch software (ServiceTitan), Google Workspace, Slack, and emerging AI‑driven scheduling platforms.
• Culture of Coaching: Continuous feedback loops, regular training sessions, and a growth‑mindset environment that encourages you to stretch your capabilities.

Key Responsibilities

As a Remote MST Customer Service Representative – Scheduling & Dispatch Specialist, you will be the central hub that keeps our service operations running smoothly. Your day‑to‑day duties will include, but are not limited to:

• Overseeing the daily office workflow, including answering inbound calls, responding to email inquiries, and managing both incoming and outgoing correspondence.
• Coordinating the scheduling of technicians for service calls, installations, and repairs, ensuring optimal route efficiency and minimal downtime.
• Dispatching technicians to job sites in a timely, organized manner, using ServiceTitan and other dispatch tools to track real‑time location and availability.
• Monitoring technician schedules throughout the day, proactively adjusting assignments to accommodate emergencies, last‑minute changes, or high‑priority requests.
• Serving as the primary point of contact for customer inquiries, appointment bookings, and issue resolution, delivering a consistently high level of service.
• Maintaining and organizing digital systems for documents, invoices, and client records, guaranteeing data integrity and easy retrieval.
• Processing customer payments, following up on overdue accounts, and collaborating with the finance team to ensure accurate billing.
• Assisting in the rollout and ongoing optimization of ServiceTitan, providing feedback to improve workflow automation and user experience.
• Supporting additional initiatives that drive operational efficiency, such as process documentation, training new hires, and contributing ideas for continuous improvement.

Essential Qualifications

To thrive in this role, candidates must demonstrate the following core competencies and experiences:

• Minimum of 1–2 years of experience in dispatching, preferably within the plumbing, HVAC, or electrical service industries.
• Proficiency with Google Suite (Docs, Sheets, Calendar), Slack, and dispatch software such as ServiceTitan.
• Exceptional time‑management abilities, with a proven track record of juggling multiple priorities while meeting strict deadlines.
• Strong attention to detail and problem‑solving skills, enabling you to quickly identify scheduling conflicts and devise effective solutions.
• Excellent verbal and written communication skills, allowing you to interact confidently with customers, technicians, and internal stakeholders.
• Familiarity with plumbing/HVAC terminology, processes, and materials is highly advantageous for effective communication with field teams.
• Ability to pass a comprehensive background check, ensuring the safety and trust of our customers and partners.
• High school diploma or equivalent; additional certifications in customer service or dispatch operations are a plus.

Preferred Qualifications

While not mandatory, the following experiences will set you apart from other applicants:

• Experience using advanced routing or logistics software beyond ServiceTitan, such as DispatchTrack or FieldAware.
• Previous remote work experience, demonstrating self‑discipline, reliable internet connectivity, and a home office setup.
• Exposure to CRM platforms (e.g., Salesforce, HubSpot) and the ability to integrate customer data across systems.
• Demonstrated success in meeting or exceeding key performance indicators (KPIs) related to response time, first‑call resolution, and schedule adherence.
• Certification in conflict resolution or customer experience management.

Skills & Competencies

Beyond the qualifications listed above, the ideal candidate will embody the following attributes:

• Customer‑Centric Mindset: A genuine desire to help people and resolve issues with empathy and professionalism.
• Analytical Thinking: Ability to interpret data trends (e.g., peak call volumes, technician availability) and adjust scheduling strategies accordingly.
• Adaptability: Comfort working in a fast‑paced environment where priorities shift rapidly and new challenges emerge daily.
• Team Collaboration: Strong partnership skills, working closely with field technicians, finance, and senior leadership to achieve shared goals.
• Technology Savvy: Quick learner of new software tools, with a proactive approach to leveraging technology for efficiency gains.
• Resilience: Capacity to stay calm under pressure, especially during high‑volume periods or emergency dispatches.

Career Growth & Development

arenaflex invests heavily in the professional development of its employees. As a member of our remote scheduling team, you will have access to:

• Structured onboarding programs that cover industry fundamentals, software training, and company culture.
• Monthly skill‑building workshops on topics such as advanced dispatch techniques, customer service excellence, and data‑driven decision making.
• Mentorship pairings with senior dispatch managers who provide guidance, career advice, and performance feedback.
• Opportunities to transition into leadership roles, such as Dispatch Supervisor, Operations Manager, or Customer Experience Director, based on performance and ambition.
• Tuition reimbursement for relevant certifications or degree programs, reinforcing our commitment to lifelong learning.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a supportive, inclusive, and collaborative atmosphere. Key cultural pillars include:

• Transparency: Regular town‑hall meetings, open‑door policies with senior leadership, and clear communication of company goals.
• Recognition: Employee of the month awards, peer‑to‑peer shout‑outs, and performance‑based bonuses that celebrate individual and team achievements.
• Well‑Being: Access to mental‑health resources, virtual wellness challenges, and flexible scheduling to promote work‑life balance.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with active employee resource groups and inclusive hiring practices.
• Innovation: Encouragement to share ideas, pilot new processes, and contribute to the continuous evolution of our service delivery model.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $13.00 to $17.00 based on experience and performance. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance plans with employer contributions.
• Retirement savings options, including a 401(k) plan with company matching.
• Paid time off (PTO) and paid holidays to ensure you can recharge and spend quality time with loved ones.
• Performance‑based incentives and quarterly bonuses tied to key metrics such as on‑time dispatch, customer satisfaction scores, and schedule efficiency.
• Home office stipend to cover ergonomic equipment, high‑speed internet, and other remote‑work essentials.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) offering confidential counseling and support services.

How to Apply

If you are ready to launch a rewarding career with arenaflex, we encourage you to submit your application today. Please ensure your resume highlights relevant dispatch experience, familiarity with ServiceTitan or similar platforms, and any customer‑service achievements you are proud of.

Our hiring team reviews applications on a rolling basis. We ask that you refrain from calling the recruitment office; doing so may result in disqualification, as we respect the process and all candidates’ time. Rest assured, a member of our team will reach out if your profile matches our needs.

Take the next step toward a fulfilling remote career where your organizational talents directly improve the lives of countless customers. Join arenaflex and become part of a forward‑thinking, people‑first organization that values your growth as much as its own.

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