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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 ResponsibilitiesCustomer Contact and Lead Management
  • Send confirmation SMS messages to customers
  • Call office headquarters overnight le
  • Handle missed calls during high-volume periods
  • Action outbound web le via phone calls
  • Manage pending and follow-up web le
  • 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 le
  • 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 (STAFF only)
  • Annual Leave
  • Christmas Bonus equivalent to 1 month's wage (pro-rate)
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