[Hiring] CSR Admin @Virtual Staff 365

Role Description

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

Qualifications

• 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

Requirements

• 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)