Plumbing Customer Service Representative/Scheduler

Are you able to keep a busy trade schedule running smoothly?

Creek to Coast Plumbing is a well-established maintenance plumbing business servicing Moreton Bay, North Brisbane, Sunshine Coast and surrounding areas.

We work across residential, real estate, Government, body corporate, commercial and facilities maintenance, and we’re looking for an experienced Scheduler / Customer Service Representative (CSR) to join our Morayfield office.

This is an important operational role within our business.

You’ll be the link between our customers and our plumbers, managing incoming enquiries, booking and scheduling jobs, coordinating technicians throughout the day and making sure customers are kept informed.

We’re looking for someone who enjoys a busy environment, thinks ahead and takes ownership of their role.

What you’ll be doing

Your day will include:

- Answering incoming calls and responding to customer enquiries
- Booking plumbing service calls and gathering the right information from customers
- Scheduling and dispatching plumbers across Moreton Bay and North Brisbane
- Managing a busy, constantly changing daily schedule
- Managing a busy inbox
- Prioritising urgent and emergency plumbing jobs
- Monitoring plumbers’ progress throughout the day
- Adjusting schedules when jobs run over, emergencies arise or circumstances change
- Keeping customers informed of arrival times and scheduling changes
- Reviewing upcoming jobs to ensure the right plumber is allocated
- Checking job notes, photos, access information and customer requirements
- Coordinating parts, materials and return visits where required




- Following up outstanding jobs, quotes and customer enquiries
- Liaising with real estate agents, property managers, Government clients, body corporates and commercial clients
- Maintaining accurate job records within our job management system
- Entering key job data and KPI’s in to our reporting systems
- Data entry in to Xero (Supplier Invoices and Timesheet Management)
- Supporting the wider office team with day-to-day service operations & administrative tasks
- Taking ownership of key projects as your role progresses

What we’re looking for

You’ve previously worked in a REACTIVE plumbing, electrical, HVAC, or another field-service/trade business and understand how reactive service scheduling works and have experience scheduling tradespeople in a reactive service environment.

You’ll need to be someone who:

- Has excellent customer service and telephone skills
- Can confidently manage a busy schedule without becoming overwhelmed
- Can take over a busy schedule and make it your own
- Is highly organised and pays attention to the small details
- Can quickly work out what is urgent and what can wait
- Thinks logically about travel, job duration and technician capability
- Is comfortable making decisions and changing plans when required




- Communicates clearly with both customers and tradespeople
- Follows things through rather than assuming someone else will handle them
- Can manage multiple priorities while maintaining accuracy
- Understands the importance of the team being scheduled properly for the next day and beyond
- Is confident using computer systems and learning new software
- Takes pride in doing a job properly
- Is reliable, professional and genuinely enjoys being part of a team
- Wants to take on the responsibility of managing a busy schedule and role, an understands as a small business that other people will depend on you.

Experience with ServiceM8, Xero or similar trade/job management software would be highly regarded.

We’re a small close knit team, and you’ll be working closely with the office manager and operations manager to keep things running smoothly.

About Creek to Coast Plumbing

We’re a locally owned and operated plumbing business based in Morayfield, providing professional maintenance plumbing services throughout Moreton Bay, North Brisbane, Sunshine Coast and surrounding areas.

We’ve built our reputation around providing reliable service, professional workmanship and outstanding communication.

We’re continuing to improve and grow our business, and we’re looking for people who want to be part of a company with high standards and a strong focus on doing things properly. This role is fully systemised, you won’t be left wondering how to do your role.

This is a full-time, office-based position at our Morayfield office.

Hours: Monday to Friday, 7:30am - 4:00pm

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📌 Plumbing Customer Service Representative/Scheduler (Morayfield)
🏢 Creek to Coast Plumbing
📍 Morayfield