Service Coordinator - Scheduling & Customer Service

Lotus Commercial; Cairns Regional; On-site; AUD 55,000 - 75,000; Full time

Job summary

Lotus Commercial in Cairns is seeking a highly organised Service Coordinator to manage technician schedules, coordinate field teams, and ensure on-time, high-quality customer service in a fast-paced environment.

You will use Simpro and Excel, communicate with clients and internal teams, and adapt quickly to changing priorities, with long-term opportunities in operations leadership.

Qualifications

• Proven experience in service scheduling, dispatch coordination, or workforce planning.
• Strong communication and organisational skills.
• Ability to prioritise and adapt in a fast-paced environment.

Responsibilities

• Plan, assign and optimise technician schedules and daily rosters.
• Liaise with clients to confirm bookings and resolve access or timing issues.
• Monitor and adjust schedules in real-time for urgent jobs or cancellations.
• Communicate access instructions and service updates to field technicians.
• Collaborate with service managers to allocate resources efficiently.
• Maintain accurate job records in Simpro, Excel and internal systems.

Skills

Service scheduling

Dispatch coordination

Workforce planning

Tools

Simpro

CRM systems

Excel

Job description

Job Description

Service Coordinator - Scheduling & Customer Service

For over 30 years, Lotus Commercial has been the trusted provider of specialist kitchen maintenance services to the hospitality and corporate sectors across Australia. We keep kitchens safe, compliant, and operational with services including:

• Comprehensive canopy and exhaust system maintenance
• Air conditioning filter management
• Specialist hygiene and sanitisation programs

About the Role

We're hiring a highly organised and responsive Service Coordinator to join our busy Cairns-based team. In this critical role, you'll coordinate field technicians, manage job schedules, and communicate with clients and internal teams to ensure on-time, high-quality service delivery.

This is a fast-paced scheduling role perfect for someone with a strong background in service dispatch, workforce coordination, or rostering.

Key Responsibilities

• Plan, assign and optimise technician schedules and daily rosters
• Liaise with clients to confirm bookings (service appointments) and resolve access or timing issues
• Monitor and adjust schedules in real-time to manage urgent jobs or cancellations
• Communicate access instructions, service updates, and key job details to field technician
• Work closely with service managers to ensure efficient resource allocation
• Update and maintain accurate job records in Simpro, Excel, and internal systems

About You

You're a scheduling pro who thrives in high-volume environments. You're calm under pressure, solution-focused, and can juggle priorities without missing a beat.

• Proven experience in service scheduling, dispatch coordination, or workforce planning
• Skilled in tools like Simpro, CRM systems, or Excel
• Strong communicator with a confident, professional approach
• Detail-oriented and highly organised
• Able to adapt quickly to changes and problem-solve on the go
• A self-starter who takes ownership and pride in your work

This role suits someone with experience as a:

• Field Service Scheduler
• Workforce Planner
• Operations Coordinator
• Maintenance Scheduler
• Resource Planner
• Service Dispatcher

Why Join Lotus Commercial?

National company with a strong reputation in commercial kitchen services

Fast-paced, supportive operations team

Long-term employment with career development opportunities in operations and service leadership