Customer Service & Scheduling Coordinator

Fast direct plumbing

Melbourne

On-site

AUD 39,000 - 52,000

Part time

4 days ago

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Benefits offered by this job

Part-time schedule

On-site parking

On-site gym

Modern factory office

Comprehensive onboarding

Team-oriented culture

Job summary

Fast Direct Plumbing, based in Melbourne, is seeking a Customer Service & Scheduling Coordinator to join our office team. You’ll handle incoming calls, book plumbing appointments, manage customer inquiries and coordinate technician schedules with a focus on delivering outstanding customer experiences.

You’ll work closely with the management team, receive onboarding and ongoing support, and have opportunities to grow as we expand our busy trade services operation in Melbourne.

Qualifications

Proven excellence in customer service and phone communication.
Experience scheduling, coordinating appointments and managing calendars.
Strong administration skills with attention to detail.

Responsibilities

Answering calls and booking plumbing appointments.
Provide outstanding customer experience and manage inquiries.
Coordinate customer bookings with technicians and schedules.
Enter accurate job information into ServiceM8 and dashboards.
Follow up on enquiries, quotes and existing customers.
Support emails and day-to-day office operations.
Assist in improving systems and processes as the business grows.

Skills

Customer service

Scheduling

Administration

Appointment setting

Phone skills

ServiceM8

Podium

Data entry

Tools

ServiceM8

Podium

Job description

Customer Service & Scheduling Coordinator

ALREADY GOT AN ADMIN JOB? READ THIS ANYWAY

We're not looking for just another receptionist. We're looking for someone who's exceptional on the phone and knows how to get things done.

If you're currently working in customer service, scheduling, administration or appointment setting and know you're good at what you do, this might be worth a read.

Especially if you're working in a busy plumbing or trade services company and feel like you've got more to offer.

FIRST, A LITTLE ABOUT US.

We're Fast Direct Plumbing, a growing premium plumbing company based in Melbourne.

We're a team of ambitious, hardworking people who genuinely enjoy working together and take pride in what we're building.

One thing we're particularly proud of is our team culture.

We look after each other, support each other and genuinely want to see everyone succeed.

There's no room for toxic behavior, unnecessary drama or people who bring others down.

Whether you're working in the office or out on the road, everyone is treated with respect, everyone plays an important role and everyone is working towards the same goal.

We're continuing to grow, and we're looking for another great person to join our office team.

YOU MIGHT BE EXACTLY WHO WE'RE LOOKING FOR.

Ideally, you're already working in a busy plumbing, electrical, HVAC or similar trade services business.

You might be a Customer Service Representative, Service Coordinator, Scheduler, Dispatcher or experienced Administrator.

Or perhaps you're a talented appointment setter who absolutely loves being on the phone.

Whatever your current job title may be, if you're exceptional at communicating with customers, we want to hear from you.

Here's what matters to us:

You're EXCELLENT on the phone. Not just good, genuinely excellent.
You're confident turning customer enquiries into booked appointments.
You're friendly, professional and naturally good with people.
You can handle concerned or frustrated customers calmly and confidently.
You're organised, efficient and pay attention to the little details.
You can manage multiple tasks without becoming overwhelmed.
You're accurate with data entry and comfortable using technology.
You take initiative and can make sensible decisions independently.
You're reliable, positive and take genuine pride in your work.
You enjoy being part of a team and helping others succeed.

BONUS POINTS IF:

You've previously worked for a plumbing or trade services company.
You're experienced with ServiceM8, Podium or similar job management software.
You've received professional sales or appointment-setting training.
You know how to confidently convert enquiries into bookings.
You've worked in a fast-paced environment managing multiple technicians and appointments.

You don't need to tick every box, our current office admin can train you (She is the best)

But you do need to be genuinely confident on the phone, organised and capable of delivering an excellent customer experience.

WHAT WILL YOUR DAY ACTUALLY LOOK LIKE?

You'll work alongside our existing office team, technicians and management to help keep everything running smoothly.

Your responsibilities will include:

Answering incoming calls and booking plumbing appointments.
Providing an outstanding experience for every customer.
Managing customer enquiries, bookings and technician schedules.
Entering accurate job information into ServiceM8 and our dashboard.
Following up on enquiries, quotes and existing customers.
Communicating with our technicians throughout the day.
Assisting with emails, administration and day to day office operations.
Helping us improve our systems and processes as the business grows.

You'll be one of the first people our customers speak to, so the way you communicate is extremely important to us.

YOU WON'T BE THROWN IN THE DEEP END.

We understand that every business operates differently.

Even if you've worked in plumbing administration for years, we don't expect you to walk in on day one and know exactly how we operate.

You'll receive proper onboarding, hands on training and ongoing support from our team.

We'll take the time to teach you our systems, services, booking processes and the way we look after our customers.

You'll work closely with our existing administrator, and the director (Daniel) and you'll have the support of management and our experienced technicians whenever you need it.

Our team genuinely looks out for each other.

We don't expect you to know everything.

We do expect you to be willing to learn, ask questions and take pride in getting things right.

A GREAT TEAM. A GREAT OPPORTUNITY. A PLACE TO GROW.

We're not looking for someone to simply fill a chair and answer a phone.

We want someone who enjoys their work, takes ownership of their responsibilities and wants to make a real difference.

Someone who brings their own experience, ideas and knowledge to the business.

Someone who might even teach us a thing or two.

And we've created a pretty great place to work, too!

We're based in a modern, state of the art factory complex with a comfortable, fully equipped office, convenient parking right at the door and even our own gym downstairs, available for the team to use whenever they like.

Here's what we offer: