Experienced Customer Service / Dispatcher (Partial Work From Home) – National Facilities Management

At arenaflex, we're on a mission to revolutionize the way companies manage their facilities and construction projects. As a leading provider of construction and facility management services, we're committed to delivering exceptional results and unparalleled customer experiences. We're now seeking an experienced Customer Service / Dispatcher to join our growing operations team and help us take our services to the next level.

About arenaflex

arenaflex is a dynamic and innovative company that has been recognized on the Inc. 5000 list for the 3rd consecutive year. We offer a full range of construction and facility management services to enable multi-site companies to manage diverse real estate portfolios. Our teams in vendor management, sourcing, dispatch management, maintenance repairs & service, and construction management leverage their relationships with over 3,000 service providers and contractors to serve over 12,000 customer locations in various sectors, including retail, restaurants, medical, banking, petroleum, and commercial.

Job Summary

We're looking for a highly skilled and customer-focused Customer Service / Dispatcher to join our operations team. As a key member of our team, you will be responsible for providing exceptional customer service, managing work orders, and coordinating with technicians and vendors to ensure seamless execution of our services. If you have a passion for delivering outstanding customer experiences, a strong background in account management and customer service, and excellent communication and organizational skills, we want to hear from you!

Key Responsibilities

As a Customer Service / Dispatcher at arenaflex, you will be responsible for:

• Processing client requests for facility services according to established department policies and procedures
• Providing effective and proactive communication with assigned clients and associated service locations to ensure expectations and requirements are met throughout the life cycle of the work order
• Developing and communicating scopes, quotes, and pricing for new work orders to the client
• Proactively and consistently communicating with clients regarding work order status and updates, quotes and pricing, and addressing any issues that arise
• Coordinating and managing all communication with contracted technicians relating to the work order – including dispatch, scheduling, scope expectations, and completion status
• Confirming satisfactory completion of service calls on behalf of the client and the Company
• Handling emergency requests and client escalations in a professional, customer-service focused manner
• Creating, maintaining, and managing strong professional relationships with vendors and technicians servicing our clients
• Managing the relationship with the client and all parties involved in the work order life cycle
• Following all Company-implemented processes, procedures, and models as it relates to work order management, documentation, follow-up, and close-out
• Partnering with our internal accounting department in closing out completed jobs and handling any pricing disputes
• Ensuring good working relationships with all internal departments – accounting, vendor relations, recruitment, and projects
• Ensuring consistent client communication regarding status of projects, proposals, performance times, follow-ups, and outside-of-the-box alternative solutions

Your Background, Skills, and Qualifications

To be successful in this role, you will need:

• 2 to 4 years of account management and/or customer-service focused experience in a logistics, facilities maintenance, facilities management, general trade, or similar type of work environment
• Experience in managing high-volume accounts in a fast-paced environment. Comfortable with processing a large volume of communication (phone calls, emails) and inputting that data into a management system
• A high level of business acumen – professional business writing and communication skills, flexible and adaptable to change, and maintains an entrepreneurial mindset
• Well-developed time management and organizational skills. Excels at coordination and communication, creative problem solving, time management, organization, and a client-focused service mentality
• Demonstrated ability to negotiate with technicians and subcontractors, while still maintaining an effective working relationship
• Excellent PC skills (Excel, Word, PowerPoint, Internet)
• Strong verbal and written communication skills, required

What We Offer

As a valued member of our team, you can expect:

• A partially remote role after completed training
• A competitive compensation plan that includes medical, dental, and vision benefits, 401k plan with matching contribution, paid time off, and paid holidays
• Opportunity to gain national account management exposure through the clients we serve
• Ability to grow within one of Inc. 5000's fastest growing private companies

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional results and unparalleled customer experiences. We're committed to creating a work environment that is collaborative, innovative, and supportive. If you're looking for a challenging and rewarding career opportunity, we invite you to join our team and be a part of our mission to revolutionize the way companies manage their facilities and construction projects.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply to this job Apply for this job