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

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)

Originally posted on Himalayas