# CSR Admin

**Company:** [Virtual Staff 365](http://jobs.workable.com/companies/pzrDAmWzBeLFWWocD1c2K3.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/8d6c9f6d-768a-4c90-bdb7-558facb20a86)

## 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

## 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
-   Annual Leave
-   Christmas Bonus equivalent to 1 month's wage (pro-rate)