Customer Service Representive
Neighbourhood Plumbing
Job Description
Neighbourhood Trades is a growing multi-trade services business operating across plumbing, drainage, HVAC and electrical throughout Melbourne.
As we continue to expand, we’re looking for a confident and switched-on Customer Service Representative (CSR) to join our office team in Airport West.
This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.
You’ll often be the first point of contact for our customers, responsible for creating a great first impression, understanding what they need and converting enquiries into booked jobs.
A major focus of the role is lead conversion - answering inbound enquiries, following up missed opportunities and proactively reconnecting with customers who haven’t yet booked.
Job Description
Neighbourhood Trades is a growing multi-trade services business operating across plumbing, drainage, HVAC and electrical throughout Melbourne.
As we continue to expand, we’re looking for a confident and switched-on Customer Service Representative (CSR) to join our office team in Airport West.
This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.
You’ll often be the first point of contact for our customers, responsible for creating a great first impression, understanding what they need and converting enquiries into booked jobs.
A major focus of the role is lead conversion - answering inbound enquiries, following up missed opportunities and proactively reconnecting with customers who haven’t yet booked.
Key Responsibilities
Answer and manage inbound customer calls, website enquiries and marketing leads.
Convert incoming enquiries into booked jobs within ServiceTitan.
Provide a professional and friendly first point of contact for customers.
Understand customer requirements and confidently guide them toward the appropriate service or booking.
Follow up missed calls, abandoned enquiries and customers who did not book on their first interaction.
Conduct outbound follow-up calls to previous enquiries, unsold quotes and existing customers.
Support lead generation campaigns through outbound calls, SMS and email follow-ups.
Confidently discuss callout fees, pricing expectations and service information.
Handle general customer enquiries, booking changes and service-related questions.
Maintain accurate customer, booking and lead notes within ServiceTitan.
Work closely with our dispatch and field teams to ensure bookings are scheduled correctly.
Work towards defined KPIs including call conversion, booking rate, follow-up activity and booked revenue.
Identify opportunities to recover lost leads and improve overall conversion.
About You
We’re looking for someone who is naturally confident, personable and comfortable spending a large part of their day on the phone.
Ideally, you will have:
Previous experience in customer service, call centre, reception, lead generation or sales.
Strong telephone communication skills and a professional manner.
Confidence speaking with new customers and asking for the booking.
Experience working towards KPIs, targets or conversion metrics.
Strong customer service skills with the ability to build rapport quickly.
Confidence handling objections and pricing conversations.
Strong organisation and attention to detail.
A proactive mindset - when the phones are quiet, you’re following up leads.
The ability to think on your feet rather than relying entirely on a script.
A positive, energetic and results-focused attitude.
Experience using ServiceTitan or working within the trades/service industry is highly regarded, but not essential.
What We Offer
Competitive hourly rate + performance-based bonuses
Monday to Friday - Weekend Work Available
Office-based role in Airport West
Performance incentives for achieving and exceeding booking and conversion targets.
Clear opportunities for progression as the business continues to grow.
A fast-paced environment where strong performers are recognised.
Ongoing training across customer service, sales and lead conversion.
Supportive and energetic office team.
Social events and team activities.