Job Overview

Our client is looking for an Operations Lead Coordinator to join their team. This role is central to the company's daily operations, serving as the bridge between leads, clients, field electricians, and management. By taking ownership of lead management, appointment setting, dynamic scheduling, and administrative processes, you will help ensure opportunities are captured, customers are responded to promptly, and the field team can operate efficiently. You will also act as a proactive accountability point for the business owners, ensuring outstanding quotes, approvals, follow-ups, and other actions are continuously tracked and completed.

Schedule

• Monday - Friday, 8:00 AM - 5:00 PM Sydney Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Act as the primary point of contact for incoming calls and web enquiries, ensuring no missed calls or unread inbox messages remain unattended for more than 1 hour during the shift.
• Professionally qualify inbound leads by understanding the customer's requirements, scope of work, urgency, location, and other relevant information.
• Confidently handle customer objections, questions, and concerns while maintaining a professional and personable approach.
• Book qualified leads into the schedule and ensure all relevant job information is accurately captured in ServiceM8.
• Manage the general email inbox, respond to customer enquiries, and send client confirmation and appointment messages.
• Dynamically monitor and organize the daily job schedule, adjusting for emergencies, delays, cancellations, and job variations.
• Proactively identify scheduling conflicts or potential issues and resolve them before they affect customers or field electricians.
• Follow up on leads, unapproved quotes, outstanding customer responses, payments, and other open opportunities.
• Actively manage the owner's task list and proactively chase the owners when quotes, variations, approvals, decisions, or other actions are outstanding.
• Draft and send standard, flat-rate invoices through accounting software and ensure invoicing is completed within the required timeframe.
• Investigate uncollected on-site payments and follow up on outstanding items.
• Call wholesalers to confirm stock availability, trade pricing, and delivery timelines for quoting purposes.
• Chase up Google Reviews from clients after successful job completions to support the company's online presence.
• Document existing workflows and create step-by-step SOPs, standardized call scripts, and lead qualification processes.

Requirements

• Proven experience in appointment setting, lead qualification, customer service, or administrative support, ideally within an electrical, construction, or trades-based business.
• Previous electrical trade experience or strong familiarity with electrical industry workflows, terminology, and customer requirements is highly desirable.
• Hands-on experience with ServiceM8 is highly desirable and preferred.
• Proven ability to handle objections and challenging customer conversations over the phone.
• Strong appointment-setting and lead qualification skills, with the ability to balance professionalism with personality.
• Proactive problem-solving abilities—you don't just manage a schedule, you actively monitor it, identify potential conflicts, and take action before issues occur.
• Experience in process documentation, creating Standard Operating Procedures (SOPs), and building standardized templates or call scripts is highly desirable.

Additional Expectations

• Ability to work independently without requiring constant follow-up or reminders from the business owners.
• Proactively track outstanding tasks and follow up until they are completed.
• Comfortable managing upward by chasing the business owners when information, decisions, quotes, variations, or approvals are required.
• Strong attention to detail, ensuring no leads, missed calls, customer messages, quotes, invoices, payments, or follow-ups slip through the cracks.
• Ability to continuously monitor the schedule and respond quickly when priorities or job requirements change.
• Ability to build rapport with customers while maintaining a professional, premium service experience.
• Willingness to ask questions, challenge unclear information, and proactively identify opportunities to improve the way the business operates.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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