CSR Admin
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Full-time
Legal agreement: Employment
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2 months ago
Responsibilities
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 ResponsibilitiesCustomer Contact and Lead ManagementSend confirmation SMS messages to customersCall office headquarters overnight leadsHandle missed calls during high-volume periodsAction outbound web leads via phone callsManage pending and follow-up web leadsUpdate and manage confirmation SMS repliesCall customers who have not confirmed bookings for the following dayAssist with replying to SMS messages from web leadsConduct customer happy calls to ensure satisfactionScheduling and Booking SupportManage calendar requestsAssist with booking jobs in the Aroflo scheduleCall customers in Aroflo to follow up on rescheduled jobs and attempt rebookingAssist with booking real estate requestsAssist with booking Maintenance Agreement and Routine Care clientsAdministrative and Reporting TasksDownload and prepare cancellation letters every MondayEmail prepared cancellation letters to the Manager for printing and postingMaintain accurate customer and job records in ArofloSupport the customer service team with ad hoc administrative tasks as requiredRequirementsProven experience in customer service, call handling, or administrative support rolesStrong verbal and written English communication skills with a confident phone mannerHigh attention to detail and excellent organisational skillsAbility to manage high call volumes and competing priorities calmly in a fast-paced environmentCustomer-focused mindset with robust problem-solving capabilitiesAbility to work independently, follow set processes, and maintain reliable attendanceExperience with basic to intermediate CRM, booking systems, or scheduling platformsProficiency with intermediate SMS and email communication toolsNice-to-Have SkillsPrevious experience in HVAC, trades, or service-based industriesPrior experience specifically using Aroflo softwareBenefitsPermanent Work-From-Home Set-UpDayshift (Australian Eastern Standard Time business hours)Full-Time JobHMO (STAFF only)Annual LeaveChristmas Bonus equivalent to 1 month's wage (pro-rate)