Client Services Coordinator
Client Services Coordinator
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260 - 260
1 Vacancy
Job Description
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 followups and lost sales opportunities.
Scaling the business to $5 million in revenue while being bogged down in daytoday operations.
Juggling business demands with being a single parent impacting worklife 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 uptodate 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.
Crosstrain 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 24hour turnaround on inquiries increased leadtobooking conversion rate.
Operations/Compliance:
Organize all job documentation.
Schedule installations efficiently.
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 uptodate 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 crosstraining
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 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.
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Employment Type
Full Time
