Job Description
Plumbing Customer Service
Representative/Scheduler
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Are you able to keep a busy trade schedule running smoothly?
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Creek to Coast Plumbing is a well-established maintenance plumbing business servicing Moreton Bay, North Brisbane, Sunshine Coast and surrounding areas.
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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.
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This is an important operational role within our business.
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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.
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We're looking for someone who enjoys a busy workplace, thinks ahead and takes ownership of their role.
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What you'll be doing
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Your day will include:
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Answering incoming calls and responding to customer enquiries
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Booking plumbing service calls and gathering the right information from customers
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Scheduling and dispatching plumbers across Moreton Bay and North Brisbane
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Managing a busy, constantly changing daily schedule
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Managing a busy inbox
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Prioritising urgent and emergency plumbing jobs
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Monitoring plumbers' progress throughout the day
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Adjusting schedules when jobs run over, emergencies arise or circumstances change
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Keeping customers informed of arrival times and scheduling changes
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Reviewing upcoming jobs to ensure the right plumber is allocated
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Checking job notes, photos, access information and customer requirements
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Coordinating parts,



materials and return visits where required
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Following up outstanding jobs, quotes and customer enquiries
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Liaising with real estate agents, property managers, Government clients, body corporates and commercial clients
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Maintaining accurate job records within our job management system
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Entering key job data and KPI's in to our reporting systems
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Data entry in to Xero (Supplier Invoices and Timesheet Management)
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Supporting the wider office team with day-to-day service operations & administrative tasks
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Taking ownership of key projects as your role progresses
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What we're looking for
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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.
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You'll need to be someone who:
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Has excellent customer service and telephone skills
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Can confidently manage a busy schedule without becoming overwhelmed
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Can take over a busy schedule and make it your own
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Is highly organised and pays attention to the small details
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Can quickly work out what is urgent and what can wait
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Thinks logically about travel, job duration and technician capability
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Is comfortable making decisions and changing plans when required
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Communicates clearly with both customers and tradespeople
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Follows things through rather than assuming someone else will handle them
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Can manage multiple priorities while maintaining accuracy
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Understands the importance of the team being scheduled properly for the next day and beyond
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Is confident using computer systems and learning new software
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Takes pride in doing a job properly
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Is reliable, professional and genuinely enjoys being part of a team
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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.
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Experience with ServiceM8, Xero or similar trade/job management software would be highly regarded.
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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.
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About Creek to Coast Plumbing
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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.
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We've built our reputation around providing reliable service, professional workmanship and great communication.
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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.
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This is a full-time, office-based position at our Morayfield office.
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Hours: Monday to Friday, 7:30am - 4:00pm
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📌 Plumbing Customer Service Representative/Scheduler (Queensland)
🏢 Creek to Coast Plumbing
📍 Queensland