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)
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