Customer Service Coordinator – Frontline Support & Service Scheduling Specialist for arenaflex Appliance Retail & Service Operations

About arenaflex – A Legacy of Trusted Appliance Solutions

Founded in 1962, arenaflex has grown from a modest family‑owned shop into a regional leader in appliance sales, installation, and after‑sales service. With two bustling retail locations, a dedicated parts and distribution center, and a team of more than 60 skilled professionals, arenaflex has earned the distinction of being Medina County’s “Best of the Best – Appliance Store” for sixteen consecutive years. Our success is built on a simple promise: deliver reliable products, expert installation, and unparalleled customer care.

As we continue to expand, we are looking for passionate, detail‑oriented individuals who thrive in a collaborative environment and share our commitment to creating memorable customer experiences. If you enjoy solving problems, coordinating schedules, and being the friendly voice that customers rely on, the Customer Service Coordinator role at arenaflex could be your next great career move.

Position Overview

The Customer Service Coordinator is the central hub of arenaflex’s service operations. You will manage the end‑to‑end customer service workflow—creating and finalizing service tickets, scheduling technician appointments, and ensuring every customer interaction reflects arenaflex’s high standards of professionalism and care. Reporting to the Customer Service Lead and the Customer Engagement Leader, you will partner closely with the parts department, service technicians, and the broader sales and installation teams.

Key Responsibilities

• Customer Experience Champion: Deliver courteous, knowledgeable, and proactive service that consistently exceeds customer expectations.
• Multi‑Line Phone Management: Answer, route, and transfer calls on a busy multi‑line system while maintaining a calm and helpful demeanor.
• Service Appointment Coordination: Accurately schedule service visits, balancing technician availability, parts readiness, and customer convenience.
• Ticket Creation & Finalization: Generate service tickets, document technician diagnoses, apply parts used, and close tickets with precision.
• Parts & Order Communication: Liaise with customers regarding part orders, delivery timelines, and any follow‑up actions required.
• Cross‑Functional Collaboration: Work hand‑in‑hand with sales, installation, delivery, and support teams to ensure a seamless end‑to‑end experience.
• Issue Resolution: Proactively identify and resolve service‑related concerns, escalating only when necessary to maintain customer satisfaction.
• Continuous Improvement: Contribute ideas for process enhancements, documentation standards, and training initiatives that elevate the service function.
• Additional Duties: Perform other tasks as assigned, supporting the broader goals of arenaflex’s customer service department.

Essential Qualifications

• Minimum of 1 year of experience in a customer‑facing role, preferably within a retail or service environment.
• Demonstrated ability to communicate clearly and professionally—both verbally and in writing.
• Proficiency with multi‑line telephone systems and a comfort level handling high call volumes.
• Strong attention to detail, especially when documenting service tickets and parts usage.
• Proven multitasking skills in fast‑paced settings; ability to prioritize competing demands without sacrificing quality.
• Solid working knowledge of Microsoft Office Suite (Word, Excel, Outlook) and basic computer literacy.
• Outgoing personality with a “can‑do” attitude and a genuine passion for helping customers.
• Team‑oriented mindset; thrives in collaborative, results‑driven environments.

Preferred Qualifications & Skills

• Experience in the appliance or home‑services industry, providing insight into common product issues and service workflows.
• Familiarity with CRM or ticketing platforms (e.g., ServiceTitan, Jobber, or similar) to streamline service operations.
• Basic understanding of inventory management and parts ordering processes.
• Certification or training in customer service excellence (e.g., Certified Customer Service Professional).
• Ability to speak a second language, enhancing communication with a diverse customer base.

Core Competencies for Success

• Empathy & Active Listening: Recognize customer emotions, ask clarifying questions, and respond with genuine concern.
• Problem‑Solving Acumen: Quickly assess situations, identify root causes, and propose effective solutions.
• Organizational Discipline: Keep accurate records, manage calendars, and maintain a tidy digital workspace.
• Time Management: Balance phone duties, ticket processing, and follow‑up tasks within scheduled shifts.
• Collaboration & Influence: Build strong relationships across departments to drive collective success.
• Adaptability: Adjust to evolving processes, new technology tools, and shifting customer needs.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a Customer Service Coordinator, you will have access to:

• Structured Training Programs: Comprehensive onboarding that covers product knowledge, service workflows, and advanced communication techniques.
• Mentorship & Coaching: Regular one‑on‑one sessions with senior leaders to refine skills and map out career pathways.
• Cross‑Departmental Exposure: Opportunities to shadow technicians, parts specialists, and sales managers, broadening your industry expertise.
• Certification Support: Financial assistance for relevant certifications (e.g., Customer Service Excellence, Service Management).
• Promotion Potential: Proven performers may advance to Senior Coordinator, Service Supervisor, or Customer Experience Manager roles.

Work Environment & Culture at arenaflex

Our workplace is built on the values of integrity, teamwork, and continuous improvement. At arenaflex you will experience:

• Family‑Like Atmosphere: A supportive team that celebrates milestones and encourages work‑life balance.
• Employee‑First Policies: Flexible scheduling, remote work options after training, and a culture that respects personal commitments.
• Recognition Programs: Regular awards for outstanding service, peer‑nominated accolades, and a robust referral bonus scheme.
• Community Engagement: Participation in local charitable events, reinforcing arenaflex’s commitment to the neighborhoods we serve.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent.

• Hourly Rate: Starting at $17.50 per hour, with eligibility for performance‑based bonuses and profit‑sharing.
• Paid Time Off: Up to five weeks of vacation annually, plus paid holidays.
• Retirement Savings: 401(k) plan with company matching contributions.
• Health & Wellness: Comprehensive medical, dental, and vision insurance options.
• Flexible Work Arrangement: Remote work from home after the initial training period, with a hybrid schedule that includes on‑site days as needed.
• Referral Program: Generous incentives for recommending qualified friends or family members.
• Professional Development: Access to online learning platforms, workshops, and industry conferences.

Typical Work Schedule

This full‑time position requires a standard 8‑hour day shift, Monday through Friday, with a rotating Saturday shift once every four to five weeks. After completing the in‑person training at our Brunswick, OH location, you will transition to a remote work setting, maintaining close communication with the arenaflex team via digital collaboration tools.

How to Apply

If you are ready to become a pivotal part of arenaflex’s customer service excellence, we encourage you to submit your application today. Showcase your passion for service, your knack for organization, and your desire to grow within a dynamic, family‑oriented company.

Apply Now – Join arenaflex!