Job Overview

Our client is seeking an experienced ServiceM8 Service Coordinator & Electrical Dispatch Specialist to take ownership of daily customer communications, job administration, and field-service scheduling. In this role, you will be the first point of contact for customers, the central coordinator of the administration inbox, and the primary scheduler maintaining an efficient daily workflow across five to seven field crews. This is a hands-on, operationally critical role ideal for a proactive professional who can manage competing priorities and make sound scheduling decisions independently.

Client Overview

Our client is a Brisbane-based electrical service and maintenance business expanding its remote operational team. They focus on providing reliable electrical solutions and maintenance, relying on robust ServiceM8 workflows to dispatch crews efficiently and maintain strong customer relationships.

Schedule

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

Responsibilities

• Customer Service & Enquiry Management: Answer approximately 15–25 incoming calls and manage ~20 incoming emails daily. Respond to enquiries regarding electrical services, maintenance requests, and job progress. Gather accurate customer, property, and scheduling details, identify emergency requests, and handle updates or rescheduling professionally.
• Field-Service Scheduling & Dispatch: Independently manage daily schedules for 5–7 electrical service crews using ServiceM8. Allocate jobs based on technician skills, job duration, geographic location, travel time, and operational priorities. Manage urgent call-outs, cancellations, delays, and reallocate work seamlessly to minimize downtime.
• ServiceM8 Job Administration: Create and update customer and job records in ServiceM8. Maintain job cards with accurate descriptions, access instructions, booking details, and status updates. Regularly review unscheduled jobs and job history to ensure no task is overlooked and data quality remains consistent.
• Administration Inbox & Workflow Management: Monitor and prioritize the shared administration inbox throughout the shift. Respond to routine enquiries, convert email requests into ServiceM8 jobs, track pending quotations and booking confirmations, and refine administrative workflows for maximum efficiency.
• Technician & Management Coordination: Serve as a central communication link between customers, field crews, and management. Provide crews with precise job details and updates, escalate safety concerns or complex decisions, maintain shift handovers, and flag potential bottlenecks early.
• Operational Improvement & Reporting: Track outstanding enquiries, unscheduled jobs, and crew utilization. Provide management with concise updates on daily workload and scheduling challenges, following standard operating procedures while identifying opportunities to improve workflow efficiency.

Requirements

• Previous experience in service coordination, dispatch, scheduling, receptionist administration, or a similar customer-facing operational role.
• Strong spoken and written English communication skills, with the ability to interact confidently with Australian customers and technicians.
• Demonstrated ability to manage competing priorities and make independent day-to-day scheduling decisions.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to remain calm, professional, and solutions-focused when dealing with urgent requests and schedule disruptions.
• Confidence using cloud-based systems, email, calendars, spreadsheets, and customer management software.
• Reliable internet connectivity, a suitable remote working environment, and commitment to working consistent Brisbane business hours.
• Commitment to customer confidentiality, accurate recordkeeping, and following company procedures.
• Proven experience coordinating multiple field crews (ideally five or more technicians or teams).

Qualifications

• Previous experience supporting an Australian electrical, plumbing, air-conditioning, or other field-service trades business is highly desirable.
• Hands-on experience using ServiceM8 (job cards, Dispatch Board, staff schedules, and booking workflows) is preferred.
• Solid understanding of Australian customer service expectations, trade terminology, and practical service operations.
• Experience handling urgent jobs, emergency call-outs, technician delays, customer complaints, and last-minute rescheduling.
• Experience working remotely with Australian business owners, operations managers, or service managers.
• Hands-on experience with ChatGPT or any similar AI platforms (ClaudeAI, Gemini, etc.)

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.