Customer Service & Scheduling Coordinator

CoopAir Heating and Cooling; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

CoopAir Heating and Cooling in Bayswater, Victoria, is seeking a Customer Service & Scheduling Coordinator to join a busy office environment. You’ll manage incoming inquiries, schedule service calls, coordinate technicians and ensure smooth daily workflows while maintaining a high standard of customer care.

The role suits a motivated, organised individual who can handle multiple priorities, communicate clearly with customers and technicians, and support the Director and team.

Qualifications

• Experience scheduling jobs and coordinating field technicians.
• Excellent customer service and telephone communication skills.
• Extremely organised with the ability to manage multiple priorities.
• Able to handle a high volume of calls, emails and daily tasks.

Responsibilities

• Answer incoming calls and handle customer enquiries.
• Book service calls, maintenance visits and installation appointments.
• Ensure jobs are organised, updated and closed off.
• Manage and coordinate daily technician schedules.
• Communicate with technicians to monitor progress.
• Handle urgent bookings, schedule changes and delays.
• Assist with quotation follow-ups and customer enquiries.
• Support the Director and management with day-to-day tasks.

Skills

Scheduling

Customer service

Telephone communication

Organised

Multitasking

Independent work

Team player

Job description

Customer Service & Scheduling Coordinator

CoopAir Heating and Cooling – Bayswater VIC

Tired of being just another number at work?

Do you want to work for a business where your contribution is recognised, your opinions matter and you're genuinely valued as part of the team?

I'm Cooper, Director of Coop Group.

Over the years, I've built Coop Group into a growing heating, cooling, refrigeration and electrical business. We've worked hard to create a business that not only delivers great service to our customers but also provides a great workplace for our team.

I believe that a good business is only as strong as its people. I want people who enjoy coming to work, take pride in what they do and feel like they're making a genuine contribution.

I want to understand where you see yourself in 1, 2 or even 5 years. Whether that's career progression, professional development, learning new skills or achieving a better work-life balance, I want to support you in getting there.

We're not just looking for someone to fill a vacancy. We're looking for someone who wants to become a valued, long-term member of the Coop Group team.

The Role

This is not a basic reception role where you'll simply answer phones and complete paperwork.

We need someone who understands and is confident managing a busy office environment.

A large part of your role will involve communicating with customers, scheduling jobs, coordinating technicians and ensuring the daily workflow runs smoothly.

You'll be dealing with multiple technicians in the field, customers requiring service, urgent breakdowns, installation bookings and constantly changing schedules.

You need to be organised, switched on and able to think on your feet.

Ideally, you'll have worked within plumbing, electrical, air conditioning, heating or another similar service-based industry.

Why Work at Coop Group?

We're a growing business with a great team, and we want to make sure our people enjoy being part of it.

What you can expect:

• A supportive and friendly team environment.

• A workplace where your contribution is recognised and valued.

• Direct access to the Director and management team.

• Opportunities to develop your skills and progress within the business.

• The opportunity to help shape and improve how our office operates.

What You'll Be Doing

• Answering incoming phone calls and handling customer enquiries.

• Booking service calls, maintenance visits and installation appointments.

• Ensuring jobs are properly organised, updated and closed off.

• Managing and coordinating daily technician schedules.

• Communicating with technicians throughout the day to monitor job progress.

• Managing urgent bookings, schedule changes and unexpected delays.

• Assisting with quotation preparation, follow-ups and customer enquiries.

• Following up incomplete jobs, outstanding paperwork and technician job notes.

• Supporting the Director and management team with day-to-day operational tasks.

What We're Looking For

• Has experience scheduling jobs and coordinating technicians in the field.

• Has excellent customer service and telephone communication skills.

• Is extremely organised and can manage multiple priorities.

• Can confidently handle a high volume of phone calls, emails and daily tasks.

• Can remain calm and professional when things get busy.

• Takes initiative and can work independently without constant direction.

• Has excellent time management and attention to detail.

• Has a positive attitude and genuinely enjoys being part of a team.

Hours & Location

Location: Coop Group office and warehouse, Bayswater, Victoria.

Employment: Full-time.

Hours: Monday to Friday. 8:00am - 4:30pm

A Final Word From Me

What I expect is honesty, accountability, initiative and a genuine willingness to do your best.

I want someone who sees something that needs doing and takes ownership of it. Someone who cares about our customers, supports our technicians and understands that the little things make a big difference.

In return, I will provide a workplace where you're respected, supported and given the opportunity to grow.

When our people succeed, our business succeeds.