Our client is a premier climate control and electrical service company providing high-quality installation, repairs, and maintenance solutions. They service a wide range of residential and commercial clients across various suburban regions.
They are now seeking to hire a CSR Admin to provide frontline customer service and administrative support to the operations team. This role focuses heavily on lead management, customer confirmations, scheduling, and follow-ups to ensure seamless daily operations.
Job Responsibilities
Customer Contact and Lead Management
Send confirmation SMS messages to customers
Call office headquarters overnight leads
Handle missed calls during high-volume periods
Action outbound web leads via phone calls
Manage pending and follow-up web leads
Update and manage confirmation SMS replies
Call customers who have not confirmed bookings for the following day
Assist with replying to SMS messages from web leads
Conduct customer happy calls to ensure satisfaction
Scheduling and Booking Support
Manage calendar requests
Assist with booking jobs in the Aroflo schedule
Call customers in Aroflo to follow up on rescheduled jobs and attempt rebooking
Assist with booking real estate requests
Assist with booking Maintenance Agreement and Routine Care clients
Administrative and Reporting Tasks
Download and prepare cancellation letters every Monday
Email prepared cancellation letters to the Manager for printing and posting
Maintain accurate customer and job records in Aroflo
Support the customer service team with ad hoc administrative tasks as required
Requirements
Proven experience in customer service, call handling, or administrative support roles
Strong verbal and written English communication skills with a confident phone manner
High attention to detail and excellent organisational skills
Ability to manage high call volumes and competing priorities calmly in a fast-paced environment
Customer-focused mindset with robust problem-solving capabilities
Ability to work independently, follow set processes, and maintain reliable attendance
Experience with basic to intermediate CRM, booking systems, or scheduling platforms
Proficiency with intermediate SMS and email communication tools
Nice-to-Have Skills
Previous experience in HVAC, trades, or service-based industries
Prior experience specifically using Aroflo software
Benefits
Permanent Work-From-Home Set-Up
Dayshift (Australian Eastern Standard Time business hours)
Full-Time Job
HMO (STAFF only)
Annual Leave
Christmas Bonus equivalent to 1 month's wage (pro-rate)