CSR Admin

Virtual Staff 365; United States; Remote; USD 35,000 - 52,000; Full time

Benefits offered by this job

WFH setup

Dayshift EST hours

Full-time position

HMO for staff

Annual leave

Christmas bonus pro‑rated

Job summary

Virtual Staff 365 is seeking a CSR Admin to provide frontline customer service and administrative support to the operations team. The role emphasizes lead management, confirmations, scheduling, and follow-ups to keep daily operations running smoothly.

Responsibilities include managing SMS communications, calls for leads, calendar management, and data entry in Aroflo. The position requires strong English communication, attention to detail, and the ability to handle high call volumes in a

Qualifications

• Proven experience in customer service, call handling, or administrative support.
• Strong verbal and written English communication with a confident phone manner.
• High attention to detail and excellent organisational skills.
• Ability to manage high call volumes and competing priorities calmly.
• Customer-focused mindset with robust problem-solving capabilities.
• Ability to work independently, follow set processes, and maintain attendance.
• Experience with basic to intermediate CRM, booking systems, or scheduling platforms.
• Proficiency with intermediate SMS and email communication tools.

Responsibilities

• Send confirmation SMS messages to customers.
• Call office headquarters overnight leads and follow up on missed calls.
• Action outbound web leads via phone calls and manage follow-ups.
• Update confirmation SMS replies and rebookings as needed.
• Maintain calendars and assist with booking jobs in the schedule.
• Call customers to follow up on rescheduled jobs and real estate requests.
• Assist with booking Maintenance Agreement and Routine Care clients.
• Download and prepare cancellation letters each Monday.
• Email cancellation letters to the Manager for printing and posting.
• Maintain accurate customer and job records in Aroflo.

Skills

Customer service

Call handling

Administrative support

English communication

CRM experience

Scheduling

Attention to detail

Tools

Aroflo

CRM systems

Scheduling software

Job description

Our client is a premier climate control and electrical service company providing high-quality installation, repairs, and maintenance solutions. They service a wide range of residential and commercial clients across various suburban regions.

They are now seeking to hire a CSR Admin to provide frontline customer service and administrative support to the operations team. This role focuses heavily on lead management, customer confirmations, scheduling, and follow-ups to ensure seamless daily operations.

Job Responsibilities

Customer Contact and Lead Management

• Send confirmation SMS messages to customers
• Call office headquarters overnight leads
• Handle missed calls during high-volume periods
• Action outbound web leads via phone calls
• Manage pending and follow-up web leads
• Update and manage confirmation SMS replies
• Call customers who have not confirmed bookings for the following day
• Assist with replying to SMS messages from web leads
• Conduct customer happy calls to ensure satisfaction

Scheduling and Booking Support

• Manage calendar requests
• Assist with booking jobs in the Aroflo schedule
• Call customers in Aroflo to follow up on rescheduled jobs and attempt rebooking
• Assist with booking real estate requests
• Assist with booking Maintenance Agreement and Routine Care clients

Administrative and Reporting Tasks

• Download and prepare cancellation letters every Monday
• Email prepared cancellation letters to the Manager for printing and posting
• Maintain accurate customer and job records in Aroflo
• Support the customer service team with ad hoc administrative tasks as required

• Proven experience in customer service, call handling, or administrative support roles
• Strong verbal and written English communication skills with a confident phone manner
• High attention to detail and excellent organisational skills
• Ability to manage high call volumes and competing priorities calmly in a fast-paced environment
• Customer-focused mindset with robust problem-solving capabilities
• Ability to work independently, follow set processes, and maintain reliable attendance
• Experience with basic to intermediate CRM, booking systems, or scheduling platforms
• Proficiency with intermediate SMS and email communication tools

Nice-to-Have Skills

• Previous experience in HVAC, trades, or service-based industries
• Prior experience specifically using Aroflo software

• Permanent Work-From-Home Set-Up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-Time Job
• HMO (STAFF only)
• Annual Leave
• Christmas Bonus equivalent to 1 month's wage (pro-rate)