Customer Service & Operations Coordinator – Australian Plumbing Company

# Customer Service & Operations Coordinator – Australian Plumbing Company

**Full-time remote position | Philippines-based | Brisbane business hours | Long-term role**

Mitchell Plumbing & Gas is a growing plumbing and gas maintenance company based in Brisbane, Australia. We work with homeowners, tenants, property managers and commercial clients throughout South-East Queensland.

Our remote administration team is a central part of our business—not an outsourced back-office function. We are looking for an experienced Customer Service & Operations Coordinator who wants to become a trusted, long-term member of our team.

## This is not a basic data-entry VA role

Customers rarely follow a script.

You will need to listen carefully, ask intelligent follow-up questions, understand what the customer is trying to achieve, explain the next step naturally and make sensible decisions.

We provide training, procedures, templates and support, but we do not want someone who needs a script for every conversation or waits to be told what to do next.

## Your responsibilities

### Customer service and sales

* Answer and return inbound customer calls promptly.
* Speak confidently with homeowners, tenants, property managers and suppliers.
* Ask relevant questions to understand plumbing issues, urgency, property access and customer expectations.
* Explain our services, attendance fees, pricing processes and next steps clearly.
* Convert suitable enquiries into confirmed bookings without using pushy sales tactics.
* Handle pricing objections and difficult conversations calmly and professionally.
* Keep customers updated instead of waiting for them to chase us.
* Recognise genuine emergencies and know when an issue needs to be escalated.

### Scheduling and operations

* Create accurate jobs from phone calls, emails and property management work orders.
* Schedule and reschedule plumbers while considering urgency, location, skills, materials and customer availability.
* Confirm appointments, tenant access, keys, parking requirements and special site instructions.
* Convert approved quotes into jobs and ensure nothing is left unscheduled.
* Coordinate between customers, tenants, property managers, plumbers and suppliers.
* Follow up missing information, photographs, approvals, quote decisions and outstanding actions.
* Order materials, prepare purchase orders, check supplier availability and investigate suitable alternatives when required.
* Monitor incomplete jobs, unscheduled work, pending quotes and follow-ups until they are resolved.

### Job administration

* Use Ascora to create and maintain jobs, quotes, invoices, purchase orders and customer records.
* Review plumbers’ job reports and photographs for missing or unclear information.
* Prepare and send accurate quotes and invoices.
* Send customer review requests and follow up overdue accounts where required.
* Keep clear, factual notes so another team member can immediately understand what has happened.
* Communicate important updates through Slack without allowing requests to disappear in old conversations.

### Technology and AI

You will use systems including:

* Ascora job-management software
* Slack
* GHL and our phone/SMS systems
* Microsoft 365
* AI tools such as ChatGPT or Codex

Previous Ascora experience is helpful but not required. Experience with ServiceM8, Simpro, Fergus, Tradify or another CRM/job-management platform is highly regarded.

You must be able to learn unfamiliar software, troubleshoot basic problems and search for solutions independently.

We actively use AI to improve speed and quality. However, AI must support your judgement—not replace it. You will be expected to check facts, apply the correct business context and rewrite outputs naturally before anything is sent to a customer.

## What we are looking for

* At least three years of phone-based customer service, sales, scheduling or operations experience.
* Excellent spoken and written English.
* Confidence holding natural, unscripted conversations with Australian customers.
* Strong active-listening and questioning skills.
* The ability to explain pricing and ask confidently for a booking.
* Sound judgement and the ability to d ---------- what can be handled independently and what needs escalation.
* Strong attention to detail without losing sight of urgency or the customer’s needs.
* Evidence of taking ownership and following matters through to completion.
* Experience using CRM, scheduling, ticketing or job-management software.
* Comfortable receiving direct feedback and continuously improving.
* A reliable computer, professional headset, quiet workspace, stable internet and backup internet or power arrangements.
* Availability to work exclusively with our team during the agreed hours.

Experience in plumbing, HVAC, electrical, property management, construction or another Australian home-service business would be a major advantage.

## Our values

We expect every team member to demonstrate:

* Clear and proactive communication
* Pride in representing the company
* Integrity and ownership
* Care and respect for customers and teammates
* Teamwork, initiative and forward planning

## Hours and pay

* Monday to Friday
* 8:00 am to 5:00 pm Brisbane time
* PHP60,000 per month, or the agreed Upwork hourly equivalent
* Initial paid trial period
* Long-term position for the right person
* Ongoing training, feedback and opportunities to take on greater responsibility

## How to apply

Generic cover letters will not be shortlisted.

Please provide the following:

1. A 60–90 second audio introduction explaining why this particular position suits you. Please speak naturally rather than reading a prepared script.

2. Respond to this customer scenario in your audio:

“A customer says their toilet was blocked this morning. They used a plunger and the outside drain overflowed, but the toilet now appears to be flushing. They have also noticed possible leaking around pipework in their garage.”

Explain how you would respond to the customer, what questions you would ask and what you would do next.

3. Write the job note you would enter into our job-management system based on the scenario above.

4. Briefly describe a difficult, unscripted customer call you personally handled. What did you do and what was the outcome?

5. Give an example of software you had to learn independently and how you handled a problem when the system did not work as expected.

6. Explain how you currently use AI in your work and how you check its accuracy before using the output.

7. Confirm your availability during Brisbane hours, current internet speed, backup internet/power arrangements and expected pay.

Shortlisted applicants will complete a live, unprepared customer role-play and a paid practical assessment.

Please provide a 60–90 second voice recording responding naturally to this scenario. Do not read from a prepared script.

“A customer advises that their toilet was blocked this morning. They used a plunger and the outside drain overflowed, but the toilet now appears to be flushing. They have also noticed possible leaking around pipework in their garage.”

Explain what you would say to the customer, the questions you would ask and what you would do next. We are assessing your communication and problem-solving—not your plumbing knowledge.

Upload the audio file with your proposal or provide a public view-only link.

At the end of your proposal, please confirm:

You can work Monday to Friday, 8:00 am–5:00 pm Brisbane time
Whether you have another job or clients during these hours
Your required notice period
Your primary and backup internet arrangements
Your backup plan for power outages
Your expected monthly pay

Applications that do not include the voice recording and answers to all five questions will not be shortlisted.