CSR Admin

Responsibilities: — Manage customer contact and lead management including sending confirmation SMS messages, calling office headquarters overnight leads, handling missed calls during high-volume periods, actioning outbound web leads via phone calls, managing pending and follow-up web leads, updating and managing confirmation SMS replies, calling customers who have not confirmed bookings for the following day, assisting with replying to SMS messages from web leads, and conducting customer happy calls to ensure satisfaction. — Provide scheduling and booking support by managing calendar requests, assisting with booking jobs in the Aroflo schedule, calling customers in Aroflo to follow up on rescheduled jobs and attempt rebooking, assisting with booking real estate requests, and assisting with booking Maintenance Agreement and Routine Care clients. — Perform administrative and reporting tasks such as downloading and preparing cancellation letters every Monday, emailing prepared cancellation letters to the Manager for printing and posting, maintaining accurate customer and job records in Aroflo, and supporting 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 include previous experience in HVAC, trades, or service-based industries and prior experience specifically using Aroflo software. Benefits: — Permanent work-from-home setup. — Dayshift during Australian Eastern Standard Time business hours. — Full-time job. — HMO (staff only). — Annual leave. — Christmas bonus equivalent to 1 month's wage (pro-rate).