Service Operations Coordinator

Workforce Extensions; Sutherland Shire Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

Workforce Extensions in Australia is seeking an experienced Service Operations Coordinator to join a well established team. The role focuses on coordinating daily service operations, scheduling technicians, handling customer inquiries and supporting sales activities to ensure smooth business performance.

You will act as the central point of contact between customers, technicians, suppliers and management, driving process improvements and leveraging AI tools to boost productivity and reporting.

Qualifications

• Experience coordinating service operations.
• Excellent communication with customers and stakeholders.
• Ability to improve processes and systems.

Responsibilities

• Coordinate daily appointments and schedules for service technicians.
• Manage customer inquiries and service requests.
• Support sales activities with follow-ups and quotes.
• Report on operational performance and service activity.
• Identify bottlenecks and suggest improvements.

Skills

Highly organised

Confident communicator

Team player

AI proficient

Troubleshooting

Tools

AroFlo

CRM platforms

Job description

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

Service Operations Coordinator

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.