CSR ADMIN

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 • 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 • Permanent Work-From-Home Set-Up • Dayshift (Australian Eastern Standard Time business hours) • Full-Time Job • HMO • Annual Leave • Christmas Bonus equivalent to 1 month's wage (pro-rate)