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**Experienced 3rd Shift Customer Service Coordinator – Remote & Onsite – Customer Relations & Ticketing Specialist**
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About Arenaflex
Arenaflex is a leading global provider of engineering, repair, and logistics solutions for the telecommunications industry. With a footprint that spans more than 60 U.S. operations and a worldwide team of over 20,000 professionals, we empower the nation’s largest wireless and high‑speed internet providers to deliver reliable, high‑quality service to millions of customers. Our culture is built on innovation, collaboration, and a relentless focus on customer success. Whether you’re working from our state‑of‑the‑art remote hub or from one of our on‑site facilities, you’ll be part of a dynamic team that drives operational excellence and continuous improvement.
Why This Role Matters
As a 3rd Shift Customer Service Coordinator, you will be the frontline advocate for our customers during the critical overnight hours. Your expertise will ensure that every call, email, or ticket is handled with professionalism, empathy, and efficiency. By bridging the gap between our customers and the technical teams, you’ll help maintain service levels, reduce downtime, and contribute directly to the satisfaction scores that define Arenaflex’s reputation for excellence.
Key Responsibilities
- Customer Interaction: Receive, triage, and respond to all customer inquiries via phone, email, and mail, ensuring a courteous and professional tone at all times.
- Ticket Management: Log and track IT trouble tickets in our ticketing system, prioritizing issues and coordinating with technical teams to expedite resolution.
- Appointment & Authorization Handling: Verify service appointments, confirm customer authorizations, and update scheduling systems to reflect real‑time changes.
- Clerical & Administrative Support: Perform a range of clerical duties, including data entry, document preparation, and record maintenance, with a focus on accuracy and confidentiality.
- Follow‑Up & Escalation: Conduct timely follow‑ups on open issues, escalating unresolved matters to the appropriate department while keeping customers informed.
- Process Improvement: Identify recurring customer pain points and collaborate with cross‑functional teams to refine processes and enhance the overall customer experience.
- Compliance & Reporting: Ensure all customer interactions comply with Arenaflex policies and industry regulations, and generate regular reports on call volume, resolution times, and customer satisfaction metrics.
- Team Collaboration: Work closely with 1st and 2nd shift teams to provide seamless hand‑offs and share critical information that supports continuous service delivery.
- Other Duties: Perform additional tasks as assigned by management, demonstrating flexibility and a proactive attitude.
Essential Qualifications
- High school diploma or equivalent; a bachelor’s or associate’s degree is preferred.
- Minimum of 2 years of experience in customer service, account management, or a related field.
- Strong administrative experience, including data entry, scheduling, and documentation.
- Proficiency with reputed company Office Suite (Word, Excel, Outlook) and familiarity with ticketing or CRM systems.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Demonstrated ability to multitask, prioritize, and work independently in a fast‑paced environment.
- Strong attention to detail and a commitment to accuracy in all tasks.
- Professional telephone etiquette and a customer‑centric mindset.
- Ability to work effectively during 3rd shift hours, including nights and weekends as required.
Preferred Qualifications
- Experience in the telecommunications or logistics industry.
- Knowledge of IT troubleshooting and ticketing workflows.
- Experience with remote work tools and virtual collaboration platforms.
- Certifications in customer service or related fields.
- Fluency in a second language (e.g., Spanish, Mandarin) is a plus.
Core Skills & Competencies
- Customer Focus: Passionate about delivering exceptional service and building lasting relationships.
- Problem Solving: Ability to diagnose issues quickly and propose effective solutions.
- Time Management: Efficiently manage multiple tasks while meeting deadlines.
- Adaptability: Thrive in a dynamic environment with changing priorities.
- Collaboration: Work seamlessly with cross‑functional teams to achieve common goals.
