CSR Admin

About this role

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)