Work Schedule:
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9:00 am to 6:00 pm, Sydney, Australia
Role Overview:
The Operations & Scheduling Coordinator owns the end-to-end customer journey — from first contact through to job completion, invoicing, and post-job follow-up.
This role is critical to keeping jobs flowing smoothly, customers informed, quotes accurate, and payments collected on time. You will be the central point of coordination between customers, technicians, schedules, and systems (primarily ServiceM8 and Xero).
Success in this role means:
- Customers feel looked after and informed
- Jobs are booked correctly and on time
- Quotes, photos, and invoices are never missed
- The owner is no longer stuck juggling calls, admin, and follow-ups
Key Responsibilities:
1. Client Setup & Initial Enquiry (Within 1 Business Hour)
- Set up new clients in ServiceM8 with complete and accurate details:
- Name
- Phone number
- Email
- Job address
- Understand and document:
- What work is required
- Desired timeframe
- Maintain friendly, professional, and human communication with customers
2. Quoting & Lead-Time Management (Within 1 Week)
- Price jobs accurately, including:
- Labour
- Materials
- Equipment lead times
- Coordinate with suppliers as required
- Prepare quotes in ServiceM8 for review
- Send quotes to customers and actively follow up
- Ensure no missing items or unclear scope in quotes
3. Booking, Scheduling & Payments (Within 5 Business Hours of Acceptance)
- Confirm suitable dates and times with customers
- Book jobs into the schedule correctly
- Collect payments according to policy:
- $99 booking fee (deducted from final invoice)
- 50% part payment for jobs over $1,000
- Ensure jobs are scheduled in realistic timeframes and updated if delays occur
4. Job Coordination & Documentation (On the Day)
- Ensure technicians have:
- Clear job notes
- Correct customer details
- Required documentation
- Confirm before-and-after photos are uploaded where required
- Ensure all job details are ready for invoicing
- Invoice on the day when possible (or immediately after)
5. Post-Job Follow-Up & Client Satisfaction (Within 24 Hours)
- Follow up with customers after job completion
- Confirm satisfaction and resolve issues promptly
- Send review requests to happy clients
- Maintain strong long-term client relationships
Evidence & Quality Control (Non-Negotiable):
You are accountable for ensuring:
- Complete customer contact details
- Appointments correctly booked
- Quotes sent and tracked
- Jobs scheduled
- Photos uploaded
- Invoices issued correctly and on time
Key Challenges You’ll Help Solve:
- Prevent missed or delayed quotes and payments
- Eliminate incomplete customer information
- Reduce slow responses and erratic scheduling during busy periods
- Ensure no single task or process lives “only in someone’s head”
Tools You’ll Use:
- ServiceM8 (daily — job setup, quotes, scheduling, photos, invoicing)
- Xero (invoicing support)
- MS Office (Word / Excel)
- Email & phone
- Facebook / Instagram / Meta Business Suite (basic client communication)
Skills & Experience:
Required
- Strong experience with ServiceM8 or similar job management systems
- Excellent client communication skills (friendly, confident, clear)
- High attention to detail — especially with customer data
- Strong follow-up and task ownership
- Comfortable handling payments and sensitive client conversations
Nice to Have
- Creating or modifying ServiceM8 forms
- Trades, construction, or electrical industry experience
- Proactive, forward-thinking approach to improving processes
Independent Contractor Perks:
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Health insurance coverage
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Permanent work from home
-
Immediate hiring
-
Steady freelance job
Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.
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