Offer summary

Qualifications:

Exceptional communication skills with a professional phone manner., Strong attention to detail and data accuracy across multiple systems., Experience in customer service or operations coordination., Proficiency with business software and ability to learn new systems quickly..

Key responsabilities:

Manage all client communications with strict response time adherence.

Schedule and coordinate site visits within 24-48 hours of initial contact.

Implement and maintain operational systems for tracking field team locations and job progress.

Document and standardize core business processes while managing multiple communication channels.

Job description

This is a remote position.

Work Schedule: Monday to Friday 8:00 AM - 5:00 PM AEST

Candidate-facing description : Join a growing roofing services company as their Operations & Client Success Coordinator, where you’ll be instrumental in elevating the customer experience and streamlining business operations. In this role, you’ll manage all aspects of client communication while implementing and maintaining robust operational systems. This is an exciting opportunity to make a significant impact by transforming manual processes into efficient workflows, ensuring exceptional service delivery from initial contact through project completion. If you thrive on creating order from complexity and delivering outstanding customer experiences, this role offers the perfect blend of relationship management and systems optimization.

Responsibilities

Manage all client communications with strict response time adherence (5 minutes for new leads, 4 hours for existing clients)
Schedule and coordinate site visits within 24-48 hours of initial contact
Process and deliver quotes within 24 hours of site visits
Implement and maintain operational systems for tracking field team locations, job progress, and material usage
Coordinate with field teams to optimize scheduling and resource allocation
Document and standardize core business processes
Manage multiple communication channels (phone, email, WhatsApp)
Transfer site visit data and requirements from field teams into quoting/job management systems
Maintain accurate client database and communication records
Support transition from current systems (appointment app, Stratify) to new integrated solutions
Create and maintain systematic follow-up processes for both prospects and existing clients
Assist in developing maintenance service programs for recurring revenue

Scopes

Manage communication with prospects and clients across Sydney metropolitan area (80km radius)
Handle job coordination for residential (90%) and commercial (10%) roofing projects
Manage database of 1000+ existing clients
Coordinate scheduling for multiple field teams
Support average project values of $5,000-$10,000
Manage documentation and processes for full service range (reroof, restorations, repairs, maintenance)
Interface with marketing team regarding lead management and follow-up
Support transition to new systems and processes for improved efficiency

Requirements

Exceptional communication skills with professional phone manner
Strong attention to detail and ability to maintain data accuracy across multiple systems
Experience in customer service or operations coordination
Proficiency with business software and ability to quickly learn new systems
Strong organizational skills and ability to manage multiple priorities
Experience in process documentation and improvement
Ability to work independently and take initiative in system improvements
Professional demeanor and ability to represent the company effectively
Experience with CRM systems and scheduling software preferred
Background in construction or trades industry a plus

Required Skills:

Strong verbal communication skills with ability to handle customer inquiries professionally and maintain positive client relationships (demonstrated by Sarah’s successful handling of client communications)

High attention to detail for accurate quote preparation and scheduling within 24-hour turnaround times
Proficiency in multiple business software systems including:
Appointment scheduling software
Tradify or similar job management systems
Microsoft Office suite
CRM systems
Ability to manage multiple communication channels (phone, email, WhatsApp) while maintaining response times of 5 minutes for new leads and 4 hours for existing clients
Experience in construction/trades administration, particularly with managing site visit scheduling and coordination
Strong organizational skills to manage complex scheduling requirements across multiple team members and locations
Ability to maintain detailed job documentation including materials, labor, and installation records
Experience in quote preparation and processing for construction/trades services