Customer service coordinator
Bay Plumbing & Drainage
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Job summary
Bay Plumbing & Drainage is seeking a proactive Customer Service & Scheduling Coordinator in Geelong. You’ll manage customer enquiries, book appointments and coordinate daily schedules with our plumbers and technicians, keeping customers informed from first call to job completion.
The ideal candidate is highly organised with excellent communication, can handle a busy workload, and is comfortable using ServiceM8 or similar scheduling tools.
Qualifications
- Excellent communication and customer service skills.
- Strong organisational skills and attention to detail.
- Ability to manage multiple tasks and changing priorities.
- Experience in shipping, transport, or logistics is advantageous.
Responsibilities
- Answer incoming calls and respond to customer enquiries.
- Schedule customer appointments and service bookings.
- Coordinate daily job schedules for technicians.
- Assist with invoicing and office administration.
Skills
Tools
Job description
Bay Plumbing & Drainage – North Geelong VIC
Customer Service & Scheduling Coordinator
Are you highly organised, great with people and someone who thrives in a busy environment?
Do you enjoy coordinating schedules, solving problems, keeping people informed and making sure everything runs smoothly?
Bay Plumbing & Drainage is looking for a motivated and capable Customer Service & Scheduling Coordinator to join our growing Geelong team.
This is more than a traditional administration position. You'll play an important role in our daily operations, coordinating technicians, managing customer bookings and ensuring jobs run efficiently from the first phone call through to completion.
We're looking for someone who is proactive, organised, confident on the phone and enjoys taking ownership of their work.
If you have experience in customer service, scheduling, dispatch, shipping, transport or logistics, we'd love to hear from you.
Bay Plumbing & Drainage is a locally owned and operated plumbing and drainage business with nearly 20 years of experience servicing Geelong, the Surf Coast, Bellarine Peninsula and Melbourne's western suburbs.
We provide plumbing, drainage and maintenance services to residential, commercial and industrial customers.
We've built our reputation on quality workmanship, reliable service and strong customer relationships.
As our business continues to grow, we're investing in our people, systems and operations to support the next stage of our development.
We're now looking for the right person to become an important part of our office team.
As our Customer Service & Scheduling Coordinator, you'll be one of the key people keeping our business organised and running efficiently.
Working closely with our Office Management and field technicians, you'll manage customer enquiries, coordinate daily schedules, organise appointments and help ensure jobs progress smoothly.
You’ll need to think ahead, manage competing priorities and adapt quickly when plans change.
One minute you might be booking a new customer, the next you're coordinating an urgent call-out, adjusting a technician's schedule or arranging a return visit.
This role is ideal for someone who enjoys being busy, takes pride in getting things organised and likes making a genuine difference to how a business operates.
Answer incoming calls and respond professionally to customer enquiries.
Schedule customer appointments and coordinate service bookings.
Provide clear and timely updates regarding appointments, arrival times and job progress.
Build positive relationships with residential, commercial and property management clients.
Handle customer questions and concerns calmly and professionally.
Ensure every customer receives friendly, reliable and professional service.
Coordinate daily job schedules for our plumbing and drainage technicians.
Allocate work efficiently based on technician availability, location, urgency and job requirements.
Manage urgent bookings, emergency call-outs and last‑minute scheduling changes.
Monitor job progress and communicate with technicians throughout the day.
Coordinate return visits, approved quotations and follow‑up appointments.
Identify potential scheduling conflicts and proactively resolve issues.
Help minimise technician downtime and unnecessary travel.
Ensure technicians have the correct job information and access arrangements before attending.
Maintain accurate customer records, job details and scheduling information in ServiceM8.
Assist with preparing, tracking and following up customer quotations.
Coordinate approved works and ensure jobs are scheduled promptly.
Assist with invoicing, outstanding payment follow-ups and general office administration.
Liaise with suppliers and coordinate materials and deliveries when required.
Keep job documentation and customer communications accurate and up to date.
Support the Office Manager with daily operational priorities and improvements.
We're looking for someone who is naturally organised, enjoys working with people and can confidently manage a busy workload.
You’ll be someone who takes initiative, thinks ahead and doesn’t need to be constantly reminded about what needs to be done.
To succeed in this role, you’ll have:
Excellent communication and customer service skills.
Strong organisational skills and exceptional attention to detail.
Confidence managing multiple tasks and changing priorities.
A friendly, professional and confident telephone manner.
The ability to remain calm and focus under pressure.
Strong problem‑solving skills and the ability to make practical decisions.
A proactive attitude and willingness to take responsibility.
The ability to work independently while contributing to a supportive team.
Reliability, accountability and a genuine commitment to doing a great job.
Above all, we’re looking for someone who is dependable, organised and enjoys keeping things moving.
We welcome applicants from a range of industries and backgrounds.
Previous experience in one or more of the following areas will be highly regarded:
Managing time‑sensitive schedules and changing priorities.
Communicating with drivers, customers, suppliers and operations teams.
Scheduling drivers, vehicles, technicians or mobile workforces.
Allocating jobs, planning routes and managing daily workloads.
Responding to urgent requests and unexpected schedule changes.
Managing incoming enquiries, customer bookings and appointments.
Providing professional telephone and email support.
Coordinating customer requests and maintaining accurate records.
Experience in plumbing, electrical, construction, maintenance, facilities management or similar service‑based industries.
Scheduling tradespeople and coordinating field service appointments.
Supporting busy teams, coordinating workflows and managing competing operational priorities.
Experience with ServiceM8, scheduling software, dispatch systems or CRM platforms will be advantageous, although training will be provided.
Previous plumbing experience is not essential.
If you’ve worked in a busy shipping, transport, logistics or dispatch environment, many of your skills will transfer directly into this position.
$33 –$38 per hour + superannuation, depending on experience and capability.
Permanent full-time employment with an established local business.
A supportive and professional team environment.
Training and guidance to help you succeed in the role.
A varied position with genuine responsibility and ownership.
Opportunities to develop your skills as the business continues to grow.
A workplace where initiative, teamwork and good ideas are valued.
The opportunity to make a meaningful contribution to the success of the business.
We’re are growing, locally owned business that values good people, strong teamwork and doing things properly.
Our office team is an important part of our success. Great scheduling, clear communication and strong organisation allow our technicians to work efficiently and our customers to receive the high standard of service they expect.
We’re looking for someone who wants to become a valued member of our team, contribute ideas and take pride in helping the business operate at its best.
If you enjoy responsibility, variety and the satisfaction of keeping a busy operation running smoothly, this could be the perfect opportunity for you.
Locally owned. Professionally operated. Proudly servicing Geelong and surrounding regions.
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