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)
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)
VirtualStaff365 is an Australian-based company that seeks out exceptional talent.All our staff work for our Australian clients in the comfort of their homes, as all our positions are home-based.This allows us to seek candidates in the Philippines, as working hours are closely aligned with our clients.We look forward to hearing from you and hope that we can help you find the right position, with the right business
VirtualStaff365 is an Australian-based company that seeks out exceptional talent.
All our staff work for our Australian clients in the comfort of their homes, as all our positions are home-based.
This allows us to seek candidates in the Philippines, as working hours are closely aligned with our clients.
We look forward to hearing from you and hope that we can help you find the right position, with the right business
