Job Overview:

We are seeking a highly organized, reliable, and customer-focused Operations & Intake Administrator to support the daily operations of a growing electrical services business in Victoria, Australia.

This role is responsible for managing inbound customer inquiries, scheduling service calls, coordinating job bookings, maintaining accurate business records, and following up on outstanding quotes. The successful candidate will serve as the primary point of contact for customers, ensuring inquiries are handled professionally and service appointments are scheduled efficiently.

This position is ideal for someone who can work independently, communicate confidently with Australian customers, and quickly learn web-based scheduling and dispatch systems. By taking ownership of routine administrative responsibilities, the successful candidate will enable the business owner to focus on service delivery and manage a growing backlog of jobs.

Schedule:

• Monday to Friday, flexible schedule during the client’s business hours (Australian Eastern Time, 40 hours per week)
• Training Schedule: Part-time hours during the first two weeks, transitioning to full-time.

Key Responsibilities:

Customer Service and Reception

• Answer inbound calls from customers professionally and promptly, ensuring no customer inquiry or potential lead is missed.
• Respond to customer questions and service inquiries with clear, courteous, and accurate communication.
• Gather relevant customer information, understand service requirements, and record inquiry details accurately.
• Maintain a professional and customer-focused approach when handling inquiries, scheduling requests, and follow-ups.
• Relay relevant job information to customers, including estimated service duration, anticipated parts requirements, and booking details, based on established procedures.

Scheduling and Job Dispatch

• Schedule service calls and allocate jobs efficiently using the shared calendar and web-based dispatch systems.
• Coordinate appointment bookings based on customer availability, job requirements, and the business's scheduling procedures.
• Ensure job details, customer information, appointment times, and relevant notes are recorded accurately.
• Update scheduling systems promptly when appointments are confirmed, changed, or rescheduled.
• Help maintain an organized service schedule to support efficient daily operations and reduce missed or overlooked bookings.

Administrative Support and Data Entry

• Perform routine administrative tasks to support the day-to-day running of the business.
• Maintain accurate and up-to-date customer records, job information, quotes, and scheduling data.
• Enter information into relevant systems with a high level of accuracy and attention to detail.
• Keep digital records organized and ensure important customer and job details are easy to retrieve.
• Follow established administrative processes and identify missing or inconsistent information that requires clarification.

Quote Follow-Up and Lead Management

• Follow up on outstanding and older quotes during quieter periods to encourage customer responses and help convert pending opportunities.
• Contact customers using approved communication methods to check whether they wish to proceed with quoted work.
• Record follow-up outcomes, customer feedback, and next steps accurately.
• Identify opportunities requiring further attention and communicate relevant updates to the business owner.
• Maintain an organized record of pending quotes and follow-up activities to help prevent potential work from being overlooked.

General Business Support

• Take ownership of the routine administrative workload, allowing the business owner to concentrate on completing service jobs.
• Learn and follow the business's established procedures for handling quotes, customer inquiries, scheduling, and job information.
• Work independently to manage daily responsibilities while seeking clarification when necessary.
• Adapt to changing priorities and assist with other reasonable administrative duties as required.

Required Qualifications and Skills:

• Previous experience in an administrative assistant, receptionist, customer service, scheduling, dispatch, or similar support role.
• Clear verbal communication and a neutral, easily understood accent suitable for speaking with Australian-based customers.
• Strong telephone etiquette and the ability to communicate professionally with customers.
• Excellent organizational skills and attention to detail.
• Strong written English skills, including accurate spelling, grammar, and professional message handling.
• Ability to learn web-based scheduling, calendar, dispatch, and customer management systems quickly.
• Good computer literacy and confidence navigating multiple browser-based applications.
• Ability to manage competing tasks, prioritize inquiries, and maintain accurate records.
• Demonstrated reliability, accountability, and the ability to work independently with minimal supervision.
• A professional, approachable, and customer-focused attitude.

Preferred Qualifications:

• Experience supporting an Australian business or working with Australian customers.
• Previous experience in a trade services, electrical, plumbing, maintenance, or field service business.
• Familiarity with job scheduling, service dispatch, quote management, or field service management software.
• Experience following up on quotes, sales inquiries, or outstanding customer requests.

Working Arrangements and Training:

• Full-time position following the initial training period.
• Part-time hours during the first two weeks to support structured onboarding and training.
• Flexible start times, provided working hours align with Victorian business operations.
• Direct reporting line to the business owner.
• Initial training covering the business's processes for customer inquiries, quotes, job scheduling, dispatch, and administrative recordkeeping.
• Ongoing responsibility for managing routine administrative tasks and maintaining an efficient flow of customer communications and bookings.

Key Performance Expectations:

The successful candidate will be expected to:

• Answer and manage inbound customer inquiries professionally and consistently.
• Ensure service calls and job bookings are scheduled accurately.
• Maintain complete, organized, and reliable customer and job records.
• Follow up on outstanding quotes consistently and document outcomes.
• Communicate job details clearly and accurately to customers.
• Demonstrate increasing independence and ownership of daily administrative responsibilities.
• Help reduce the business owner's administrative workload and support the efficient management of a growing job backlog.

Ideal Candidate Profile:

The ideal candidate is proactive, dependable, and comfortable taking ownership of administrative responsibilities in a small, service-oriented business. They understand the importance of responding promptly to customers, keeping schedules organized, and following through on outstanding inquiries.

They should be comfortable working with minimal supervision, able to learn new systems quickly, and capable of balancing telephone communication, scheduling, data entry, and quote follow-ups throughout the working day.

The primary objective of this role is to provide dependable administrative and customer service support so the business owner can focus on delivering services while customer inquiries, bookings, and follow-up opportunities are handled efficiently.

Independent Contractor Perks

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

Note:

Please click the Apply Now 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.