Service Operations Coordinator

Workforce Extensions Hurstville; Sutherland Shire Council; On-site; AUD 60,000 - 90,000; Full time

Job summary

Workforce Extensions Hurstville – Menai NSW is seeking a Service Operations Coordinator to manage daily service coordination, technician scheduling and customer enquiries. You will support sales activities and drive efficient operations while acting as the central liaison between customers, technicians, suppliers and management.

The role emphasizes ownership, confident communication and ongoing improvements to systems and processes, with opportunities to impact customer experience and business

Qualifications

• We are seeking an organised, commercially minded individual with strong time management and communication skills.
• Experience in service coordination, scheduling or operations is advantageous.
• Familiarity with field service software such as AroFlo is highly regarded.

Responsibilities

• Coordinate daily service appointments and schedules for technicians and installers.
• Handle customer enquiries, quotes and service requests with professionalism.
• Monitor job progress and update customers and technicians.
• Maintain accurate records of bookings, schedules and job progress.
• Identify process improvements to enhance efficiency and customer experience.

Skills

Highly organised

Confident communicator

Customer service

Sales awareness

Independent worker

Tools

AroFlo

CRM platforms

Scheduling systems

AI tools

Job description

Workforce Extensions Hurstville – Menai NSW

Employment Type: Permanent
Working Hours: Monday to Friday, 10:00 am - 5:00 pm

Service Operations Coordinator

Employment Type: Permanent
Working Hours: Monday to Friday, 10:00 am - 5:00 pm

The Opportunity

We are seeking an experienced, organised and commercially minded Service Operations Coordinator to join a well established and reputable business.

This is a key position responsible for coordinating daily service operations, managing technician schedules, handling customer enquiries, supporting sales activities and ensuring the smooth running of business operations.

You will be the central point of contact between customers, technicians, suppliers and management.

We are looking for someone who takes ownership, communicates confidently and enjoys improving processes, systems and the overall customer experience.

Key Responsibilities

Service Coordination & Scheduling

• Coordinate daily appointments and schedules for service technicians and installers.

• Manage incoming service calls, maintenance requests, repairs and customer bookings.

• Allocate jobs based on technician availability, location and urgency.

• Monitor job progress and communicate updates to customers and technicians.

• Manage appointment changes, cancellations and follow-ups.

• Ensure service jobs are accurately recorded and followed through.

Customer Service & Sales

• Manage incoming phone calls, emails and new customer enquiries.

• Respond to customer questions, complaints and service requests professionally.

• Follow up outstanding enquiries, quotes and customer opportunities.

• Identify sales opportunities and support the sales team with customer follow-ups.

• Coordinate customer meetings and consultations.

• Assist with preparing quotes, proposals and customer information.

Operations & Reporting

• Report directly to the Director on operational performance, service activity and business data.

• Maintain accurate records of enquiries, bookings, technician schedules and job progress.

• Prepare reports covering incoming leads, conversion rates, service calls and completed jobs.

• Identify operational bottlenecks and recommend improvements.

• Assist with developing more efficient workflows and business processes.

Systems, Technology & Process Improvement

• Confidently use business software, CRM platforms and scheduling systems.

• Experience with AroFlo would be highly regarded.

• Demonstrate strong knowledge and practical competency in AI tools and emerging technologies.

• Identify opportunities to use AI and technology to improve productivity, reporting, administration and operational workflows.

• Contribute ideas to streamline systems and improve business efficiency.

About You

We are looking for someone who is:

• Highly organised with excellent time management skills.

• A confident communicator with strong phone etiquette.

• Personable, approachable and comfortable dealing with all types of people.

• Resilient and capable of handling challenging customers professionally.

• Commercially aware with an understanding of customer service and sales.

• Computer savvy and confident using business systems and technology.

• Knowledgeable and competent in AI applications, with the ability to identify practical business improvements.

• Proactive, solutions-focused and capable of working independently.

• A team player who fits naturally into an established business.

• Someone who takes ownership and follows through without constant supervision.

Highly regarded

• Previous experience in service coordination, scheduling or operations.

• Experience in a trade, construction, building products or service-based business.

• Familiarity with AroFlo or similar field service management software.

• Practical experience using AI to improve business processes.

• Experience coordinating technicians, installers or field-based teams.

What We Offer

• Join a well-established and reputable business.

• Work alongside an experienced and supportive team.

• A varied role with genuine responsibility and involvement in operations.

• Direct exposure to the Director and the opportunity to contribute ideas.

• Opportunity to improve systems, processes and business performance.

Interested?

We are not looking for someone who simply answers phones and books appointments.

We want someone who can take ownership of the coordination function, manage customers confidently, keep operations organised and contribute to improving how the business operates.

If you are a people person with a strong work ethic, a practical mindset and the confidence to get things done, we would like to hear from you.