Client Services Coordinator

This is a remote position.

Company Overview

The company is an Australian Private company which is located in Queensland providing plumbing services.

• Customer Focus: Putting the client first and delivering an exceptional experience.
  

• Quality Workmanship: Taking pride in our craftsmanship and attention to detail.
  

• Integrity: Being honest, ethical, and accountable in all our actions.
  

• Continuous Improvement: Constantly learning, adapting, and optimizing our processes
  

Challenges

• Losing key team members and struggling to find suitable replacements.
  

• Lack of consistent processes in place, leading to missed follow-ups and lost sales opportunities.
  

• Scaling the business to $5 million in revenue while being bogged down in day-to-day operations.
  

• Juggling business demands with being a single parent, impacting work-life balance.
  

Pain Points Addressed

• Improving customer service and responsiveness to maximize conversion of leads to booked jobs.
  

• Reducing the overwhelming stress and task backlog currently falling on the owner by taking over key communication and administrative responsibilities.
  

• Ensuring all jobs have the required documentation, materials, contractor coordination, and quality checks completed within appropriate timeframes.
  

• Maintaining up-to-date financial records by accurately capturing costs, invoicing promptly, and monitoring payments.
  

Responsibilities

• Client Communication:
  

• Manage all client communication channels (phone, email, social media).
  

• Respond to client inquiries timely and professionally.
  

• Keep clients informed through regular updates on job status.
  

• Lead Qualification & Sales:
  

• Qualify incoming leads and provide detailed quotes/estimates.
  

• Increase in conversion rate of leads to booked jobs.
  

• Project Coordination:
  

• Schedule installations by coordinating clients, teams, and suppliers.
  

• Organize all job documentation (plans, permits, contracts, etc.) and ensure compliance.
  

• Conduct quality assurance checks.
  

• Financial Management:
  

• Process invoices, matching costs to appropriate jobs.
  

• Follow up on outstanding payments and accounts receivable.
  

• Maintain accurate job costing and profitability reporting.
  

• Process Improvement:
  

• Continuously document and improve processes/workflows.
  

• Cross-train team members on processes for business continuity.
  

Key Priorities/Outcomes

• Communication:
  

• Provide timely responses to all client inquiries (calls, emails, social media).
  

• Qualify leads and provide professional quotes.
  

• Represent the company through a consistent, branded voice.
  

• Success Metrics: Clients proactively informed, 24-hour turnaround on inquiries, increased lead-to-booking conversion rate.
  

• Operations/Compliance:
  

• Organize all job documentation.
  

• Schedule installations efficiently.
  

• Conduct site inspections and maintain compliance records.
  

• Success Metrics: Complete and accessible job requirements, no delays due to missing documentation/materials, passing random audits.
  

• Bookkeeping:
  

• Match supplier invoices and material costs to appropriate jobs.
  

• Generate and send invoices to clients promptly.
  

• Follow up on outstanding payments/accounts receivable.
  

• Success Metrics: Accurate job costing, minimal overdue invoices, up-to-date profitability reporting.
  

• Systems/Processes:
  

• Document and update all processes/workflows.
  

• Train team members on standard operating procedures.
  

• Success Metrics: Clear documentation for training, elimination of inefficient processes, effective cross-training
  

Critical Tasks

• Respond to all client inquiries via phone, email, and social media.
  
• Qualify leads and provide detailed quotes/estimates.
  
• Schedule installation jobs by coordinating clients, teams, and suppliers.
  
• Prepare job documentation and ensure compliance.
  
• Conduct site inspections and quality assurance checks.
  
• Process invoices by matching costs to appropriate jobs.
  
• Follow up on outstanding payments and accounts receivable.
  
• Continuously document processes and optimize workflows.
  
• Order materials and maintain inventory levels.
  
• Manage team communication and coordination.
  

Requirements

Requirements

• Minimum 2 years’ experience in administration or customer service.
  

• Excellent written and verbal communication abilities.
  

• Highly organized with strong attention to detail.
  

• Proficient with Microsoft Office, Xero, and CRM tools like HubSpot.
  

• Ability to learn new software and processes quickly.
  

• Experience in the construction industry is an advantage.
  

Skills for Hiring

• Required Skills/Qualifications:
  

• Exceptional written and verbal communication abilities.
  

• Highly organized with strong attention to detail.