Customer Service Rep

The customer service representative is the business's first point of contact and a key driver of revenue converting incoming leads into booked jobs, moving quotes to a "won" decision, and keeping customer communication fast enough that leads don't go cold. Success in this role is measured by speed-to-lead, quote-to-win conversion, and outbound call volume. Alongside these sales-facing functions, the CSR coordinates scheduled work with technicians and team leaders, and manages quoting, invoicing so jobs progress smoothly from enquiry through to completion.

Key responsibilities

First point of contact for all incoming communications; enter customer information into Simpro

Quote follow up and job follow up

Keep missed calls under 3 per day to protect speed-to-lead and minimise lost opportunities.

Prepare completed jobs for invoicing on a daily basis: add materials, and chase technicians for photos and notes as required

About you

Experience in a customer service, administration, or scheduling role (trade or field-service industry highly regarded).

Confident, professional phone manner.

Experience with Simpro and podium or similar job management software (or ability to learn quickly).

Strong organisational skills and attention to detail.

Ability to prioritise and manage multiple jobs, quotes, and follow-ups at once.

Comfortable liaising with technicians, team leaders, and external parties

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