About arenaflex – Innovating Customer Care Across the Nation
arenaflex is a leader in delivering world‑class field service solutions that keep businesses running smoothly across the United States. With a commitment to technological excellence, operational reliability, and unwavering customer focus, arenaflex has built a reputation for turning complex service challenges into streamlined, dependable experiences. Our teams collaborate across time zones, leveraging data‑driven insights and a culture of continuous improvement to exceed the expectations of our contract clients and legacy customers alike. As we expand our service footprint, we are looking for dedicated professionals who thrive in a remote, fast‑paced environment and who share our passion for putting the customer first.
Why This Role Is Critical to arenaflex’s Success
The Customer Care Regional Scheduler is the linchpin that connects our customers, field service engineers, and internal stakeholders. By orchestrating service calls, managing parts inventory, and ensuring compliance with contractual entitlements, you will directly influence customer satisfaction scores and operational efficiency. This position supports arenaflex’s mission to deliver timely, high‑quality on‑site service while respecting the strategic goals of each regional service team.
Key Responsibilities – What You’ll Own Every Day
- Strategic Scheduling: Serve as the primary contact for field service scheduling within an assigned geographic region, balancing customer entitlements, engineer availability, and service level agreements (SLAs).
- Service Call Management: Review, create, and adjust service appointments in the arenaflex BAAN system, ensuring that each call aligns with contract terms, legacy warranty expectations, and the 5‑day non‑contracted service window.
- Customer Communication: Proactively contact customers to confirm service dates, provide updates on scheduling changes, and handle any rescheduling requests with professionalism and empathy.
- Parts Coordination: Order and track required parts or equipment, collaborating with the parts procurement team to guarantee that engineers have the resources they need for on‑time service completion.
- Performance Monitoring: Support leadership by tracking key performance indicators (KPIs) such as engineer utilization, on‑time completion rates, and customer satisfaction metrics; provide recommendations for schedule optimization.
- Preventative Maintenance (PM) Oversight: Work closely with local supervisors and managers to assign PM calls, ensuring that preventative maintenance activities are carried out regularly and documented accurately.
- Cross‑Functional Collaboration: Communicate scheduling conflicts, resource constraints, and customer concerns to Regional Service Managers and Supervisors, facilitating swift resolution and maintaining service continuity.
- Team Participation: Attend daily or weekly service team meetings, regional staff gatherings, and weekly staff huddles to stay informed about regional priorities, updates, and best practices.
- Documentation & Record Keeping: Maintain detailed call notes, schedule revisions, and parts orders in the BAAN system, ensuring data integrity for future reporting and audits.
Essential Qualifications – The Foundations of Success
- High School Diploma or GED (required).
- Minimum of 3 years of customer service experience with a strong emphasis on dispatching or scheduling in a service‑oriented environment.
- Demonstrated proficiency with Microsoft Office Suite—particularly Word and Excel—and experience with enterprise resource planning (ERP) systems such as SAP or BAAN.
- Exceptional written and verbal communication skills, enabling clear and courteous interactions with customers, engineers, and internal teams.
- Proven ability to thrive in a remote work setting, maintaining productivity, organization, and effective time management across Pacific Standard Time (PST) core hours (8 am – 5 pm PST).
- Strong analytical mindset with the capacity to interpret scheduling data, identify trends, and propose actionable improvements.
Preferred Qualifications – What Sets Exceptional Candidates Apart
- Associate’s or Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.
- Prior experience in a field service, telecommunications, or technology‑services organization.
- Familiarity with customer contract management and entitlement tracking.
- Certification in project management (e.g., PMP) or scheduling methodologies (e.g., CPM, Lean Six Sigma).
- Experience using advanced scheduling software or AI‑driven dispatch platforms.
Core Skills & Competencies – Tools for Daily Excellence
- Customer‑Centric Mindset: Always prioritize the customer’s experience, striving for first‑time resolution and transparent communication.
- Attention to Detail: Accurately capture schedule changes, parts orders, and service notes to prevent errors that could impact contractual compliance.
- Problem‑Solving Agility: Quickly assess scheduling conflicts or resource shortages and develop pragmatic solutions.
- Team Collaboration: Work fluidly with engineers, managers, parts teams, and regional leaders to align objectives and share information.
- Time Management: Manage multiple concurrent tasks while adhering to strict service windows and PST core hours.
- Technical Proficiency: Navigate BAAN, SAP, and other ERP tools with confidence, while leveraging Excel for data analysis and reporting.
Career Growth & Learning Opportunities at arenaflex
At arenaflex, your professional development is a priority. As a Remote Customer Care Regional Scheduler, you will have access to:
- Mentorship from senior service managers and seasoned field engineers.
- On‑line training modules covering advanced scheduling algorithms, contract management, and ERP system mastery.
- Cross‑departmental projects that expose you to broader business functions such as logistics, finance, and technology integration.
- Clear pathways to promotion—advancing to Senior Scheduler, Regional Service Operations Lead, or Service Delivery Manager positions within 2–4 years based on performance.
- Opportunities to obtain industry certifications (e.g., ITIL, PMP) with company‑paid exam fees and study resources.
Work Environment & Culture – The arenaflex Way
Our remote workforce is built on trust, autonomy, and accountability. We foster a culture that values:
- Inclusivity: Diverse perspectives are celebrated, and every voice is encouraged to contribute to process improvements.
- Innovation: We empower employees to suggest new tools, automation ideas, and workflow enhancements that can elevate service delivery.
- Work‑Life Balance: Flexible scheduling within the core PST window allows you to manage personal commitments while staying connected to the team.
- Recognition: Quarterly awards spotlight individuals who exceed KPI targets, demonstrate outstanding customer empathy, or champion team collaboration.
- Transparency: Regular town‑hall meetings with senior leadership keep you informed about company performance, strategic direction, and upcoming initiatives.
Compensation, Perks & Benefits – What You’ll Receive
arenaflex offers a competitive salary range aligned with market standards for remote scheduling professionals, complemented by a comprehensive benefits package that includes:
- Health, dental, and vision insurance with multiple plan options.
- 401(k) retirement plan with company match.
- Paid time off (PTO), holidays, and flexible sick leave.
- Professional development stipend for certifications, courses, or conferences.
- Home office allowance to equip your remote workspace with ergonomics and technology.
- Employee assistance program (EAP) for personal and mental‑health support.
- Performance bonuses tied to KPI achievement and customer satisfaction scores.
- Virtual wellness initiatives, including fitness challenges and mindfulness sessions.
How to Apply – Take the Next Step with arenaflex
If you are ready to make a tangible impact on customer experiences across the United States while enjoying the flexibility of a fully remote role, we invite you to submit your application today. Join arenaflex’s dynamic team of service professionals and help shape the future of field service excellence.
Apply Now
Conclusion – Your Future Starts Here
At arenaflex, we believe that great service begins with great people. As a Customer Care Regional Scheduler, you will be at the heart of our operations, ensuring that every customer receives timely, reliable, and courteous service. Bring your scheduling expertise, customer‑first attitude, and passion for continuous improvement to a company that values innovation, growth, and collaboration. We look forward to welcoming you to the arenaflex family.