Customer Service Coordinator

The Customer Service Coordinator is a vital link between our customers and our field team. This role is responsible for converting opportunities into scheduled jobs, managing customer interactions, scheduling the field team, and ensuring seamless communication to deliver an outstanding customer experience.

The ideal candidate is a proactive, empathetic, and confident individual who thrives in a fast-paced environment and is passionate about providing exceptional service.

The Role:

1. Handle inbound customer calls promptly and professionally.
2. Convert customer inquiries and opportunities into scheduled jobs.
3. Make outbound calls to follow up on leads, previous visits, or other opportunities to secure bookings.
4. Efficiently schedule jobs for the field team, ensuring optimal use of resources and timely service delivery.
5. Communicate with customers to confirm appointments and provide updates.
6. Keep customers informed about job progress, delays, or changes.
7. Maintain regular communication with the field team to ensure smooth operations and high levels of customer service.
8. Relay important information between customers and technicians to ensure clarity and efficiency.
9. Maintain accurate records of customer interactions, job details, and scheduling in the company’s systems.

About You:

1. A positive and approachable personality that makes customers feel valued and comfortable.
2. Enthusiastic and motivated to deliver results in a fast-paced environment.
3. Ability to understand and respond to customer needs with care and professionalism.
4. Strong communication skills and the ability to handle challenging situations with ease.
5. Excellent time management and multitasking skills to juggle multiple priorities.
6. Collaborative mindset with a willingness to support colleagues and contribute to team success.

About Us:

Level Plumbing Adelaide CBD is a trusted service and maintenance plumbing company specialising in reactive and preventative plumbing solutions for homeowners, businesses, government, and industry. We’re not your typical plumbers — we focus as much on how we communicate as what we do on the tools.

As a customer-focused team, we pride ourselves on our professionalism, reliability, and commitment to delivering an exceptional experience from the first phone call to job completion. We are growing fast and introducing this new Customer Service Representative role to take ownership of our customer journey. Your work will play a crucial role in ensuring our end-to-end service exceeds expectations and further distances us from the competition.

Qualifications and Experience:

1. Previous experience in a customer service or coordination role is highly desirable.
2. Experience successfully reacting to and creating leads for outbound calls to customers.
3. Proficiency in using scheduling software, CRM systems, and Google Workspace system.
4. Strong phone etiquette and excellent verbal and written communication skills.
5. A background in the trades or plumbing industry is a plus but not essential.

What We Offer:

1. A supportive and friendly team environment.
2. Opportunities for professional growth and development.
3. Competitive salary and benefits.
4. A chance to make a real impact by delivering exceptional service to our valued customers.