Key Facts

Remote From:

Full time

Entry-level / graduate

English

Hard Skills

Customer Relationship Management Outbound Calls Calendar Management Outbound Calls Microsoft Bookings Short Message Peer-To-Peer Lead Generation Job Scheduling (Inventory Management) Digital File Management Inbound Calls Customer Experience Improvement

Other Skills

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Microsoft Office
•
Scheduling
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Communication
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Teamwork
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Organizational Skills
•
Detail Oriented

Roles & Responsibilities

At least 2 years of experience in a similar administrative role.
Excellent communication skills.
Proficiency in Microsoft Office Suite and experience using CRM software (preferably Aroflo).
Knowledge of the Sydney Metropolitan area and ability to work independently in a home-office setup.

Requirements:

Make outbound calls to leads, follow up on overnight web leads, and manage missed calls to ensure no client inquiries are overlooked.
Schedule and coordinate appointments, bookings for MA and Routine Care, real estate requests, and manage calendar requests with the Aroflo Schedule.
Maintain and update records of confirmation SMS replies, reach out to clients to confirm tomorrow's appointments, and assist with rebooking from Aroflo.
Provide proactive customer service through happy calls, respond to SMS messages from web leads, and prepare weekly cancellation letters for management distribution.

Job description

Our client is an air conditioning supply & installation, aircon service, gas central heating, and electrical service company. They offer high-quality installation, repair, and maintenance services across all suburbs in ACT and NSW.

They are now seeking a CSR Admin to join their team.

Job Responsibilities:

Send confirmation SMS messages to ensure seamless communication with clients.
Initiate calls to potential leads received overnight, coordinating with the office headquarters.
Proactively manage missed calls, particularly during peak periods, to ensure no client inquiries are overlooked.
Engage in outbound calls to promptly address and act upon web-generated leads.
Manage calendar requests efficiently to streamline scheduling processes.
Follow up on pending web leads to ensure timely resolution and client satisfaction.
Maintain and update records of confirmation SMS replies for accurate documentation.
Reach out to clients who have yet to confirm appointments for the following day, ensuring a smooth workflow.
Contact clients listed in Aroflo for follow-up, specifically targeting rescheduled appointments to facilitate rebooking efforts.
Provide support in booking real estate requests, demonstrating a commitment to comprehensive client service.
Assist in scheduling appointments for MA (Agreement) and Routine Care clients, ensuring their needs are met promptly.
Support in responding to SMS messages from web leads, fostering efficient communication channels.
Collaborate in booking jobs on the Aroflo Schedule, ensuring optimal utilisation of resources.
Conduct proactive "happy calls" to gauge client satisfaction and address any concerns.
Compile and prepare cancellation letters for printing weekly, emailing them to the Manager for further processing and distribution.

Requirements

At least 2 years of experience in a similar administrative role.
Excellent communication skills.
Proficiency in Microsoft Office Suite and experience using CRM software.
Knowledgeable with the Sydney Metropolitan area.
Familiar with Aroflo.
Strong administrative and organisational skills.
Ability to work independently and as part of a team.
High-speed internet connection and reliable computer equipment for work-from-home set-up.

Benefits