Priority Response Specialist

Who We Are:

American Repair Maintenance (ARM) began over 30 years ago as a small two-person operation to service several premier video stores. Since that time, we have evolved into a data-driven, full-service repair, and preventative maintenance partner across all trades serving over 20,000 locations in the US of some of the finest retail brands. We are more than just a repair and maintenance company. We are a strategic partner for our clients as we continue to innovate and grow our organization. We work hard to put our customers' needs first, support our team members with a dynamic culture, provide great benefits, and create technology-enabled work processes that make their jobs easier. We know that our strong commitment to people is what sets us apart along with our strong core values that guide our day-to-day operations. These core values ensure we are moving in the right direction. They are:

• Authenticity in Action: Do what you say. Own what you do.
• Raise Each Other Up: When our people thrive, ARM thrives.
• Momentum Together: Keep showing up. Keep growing. Keep going.

Who You Are:

We are currently searching for a Part-Time Priority Response Specialist to join our Client Services team. This weekend position offers a consistent schedule of Saturday and Sunday, 12:00 PM - 8:30 PM EST. You'll report to our Priority Response Supervisor and play a vital role in delivering the highest standard of customer service during critical after-hours periods. This is a perfect opportunity for a self-starter who is detail-oriented, reliable, able to collaborate with their team, and thrives in a fast-paced environment. With potential opportunities for additional hours as needed, this role offers both consistency and flexibility.

Specifically, you will:

• First and foremost, resonate with our mission, vision, and values as an organization and foster a culture of accountability that reflects these values
• Utilize your 2+ years of experience in Customer Service, in addition to your high school diploma or equivalent vocational education
• Dispatch field technicians and external contractors to emergency work order requests efficiently using various means of communication
• Communicate proactively with technicians, field supervisors, and sub-contractors to ensure timely service delivery and follow-up via phone, text, and/or email
• Create and send work orders while ensuring client portals and Keynote are consistently updated with accurate, detailed status information
• Answer high call volumes, respond to voicemails, and monitor emails to address client and technician needs promptly
• Research and resolve client issues through collaboration and problem-solving, working to de-escalate concerns and create positive outcomes
• Maintain thorough notes within ARM software and promote best practices in a positive, collaborative environment

What You'll Get:

Besides working with a great team in a stable and fast-growing company, you'll receive a competitive hourly base pay up to $20/hr., along with:

• Earned Sick Time: As required by Michigan's Earned Sick Time Act (ESTA), you will accrue 1 hour of paid sick time for every 30 hours worked, which can be used for personal illness, medical appointments, caring for family members, and other qualifying reasons
• Paid Overtime (when applicable)
• Fully remote work environment with the exception of initial training period (2-3 weeks, in office) and occasional meetings as needed
• Consistent weekend schedule with potential for additional hours and growth opportunities