Job Description

Neighbourhood Trades is a growing multi-trade services business operating across plumbing, drainage, HVAC and electrical throughout Melbourne.

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As we continue to expand, we're looking for a confident and switched-on Customer Service Representative (CSR) to join our office team in Airport West.

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This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.

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You'll often be the first point of contact for our customers, responsible for creating a great first impression, understanding what they need and converting enquiries into booked jobs.

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A major focus of the role is lead conversion - answering inbound enquiries, following up missed opportunities and proactively reconnecting with customers who haven't yet booked.

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Job Description

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Neighbourhood Trades is a growing multi-trade services business operating across plumbing, drainage, HVAC and electrical throughout Melbourne.

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As we continue to expand, we're looking for a confident and switched-on Customer Service Representative (CSR) to join our office team in Airport West.

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This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.

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You'll often be the first point of contact for our customers, responsible for creating a great first impression, understanding what they need and converting enquiries into booked jobs.

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A major focus of the role is lead conversion - answering inbound enquiries, following up missed opportunities and proactively reconnecting with customers who haven't yet booked.

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Key Responsibilities

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- Answer and manage inbound customer calls, website enquiries and marketing leads.
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- Convert incoming enquiries into booked jobs within ServiceTitan.
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- Provide a professional and friendly first point of contact for customers.
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- Understand customer requirements and confidently guide them toward the appropriate service or booking.
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- Follow up missed calls, abandoned enquiries and customers who did not book on their first interaction.
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- Conduct outbound follow-up calls to previous enquiries, unsold quotes and existing customers.
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- Support lead generation campaigns through outbound calls, SMS and email follow-ups.
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- Confidently discuss callout fees, pricing expectations and service information.
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- Handle general customer enquiries, booking changes and service-related questions.
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- Maintain accurate customer, booking and lead notes within ServiceTitan.
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- Work closely with our dispatch and field teams to ensure bookings are scheduled correctly.
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- Work towards defined KPIs including call conversion, booking rate, follow-up activity and booked revenue.
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- Identify opportunities to recover lost leads and improve overall conversion.
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About You

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We're looking for someone who is naturally confident,



personable and comfortable spending a large part of their day on the phone.

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Ideally, you will have:

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- Previous experience in customer service, call centre, reception, lead generation or sales.
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- Strong telephone communication skills and a professional manner.
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- Confidence speaking with new customers and asking for the booking.
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- Experience working towards KPIs, targets or conversion metrics.
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- Strong customer service skills with the ability to build rapport quickly.
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- Confidence handling objections and pricing conversations.
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- Robust organisation and attention to detail.
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- A proactive mindset - when the phones are quiet, you're following up leads.
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- The ability to think on your feet rather than relying entirely on a script.
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- A positive, energetic and results-focused attitude.
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Experience using ServiceTitan or working within the trades/service industry is highly regarded, but not essential.

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What We Offer

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- Competitive hourly rate + performance-based bonuses
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- Monday to Friday - Weekend Work Available
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- Office-based role in Airport West
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- Performance incentives for achieving and exceeding booking and conversion targets.
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- Clear opportunities for progression as the business continues to grow.
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- A fast-paced environment where strong performers are recognised.
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- Ongoing training across customer service, sales and lead conversion.
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- Supportive and energetic office team.
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- Social events and team activities.
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📌 Customer Service Representive (Victoria)
🏢 Neighbourhood Plumbing
📍 Victoria