Job Description
The customer service representative is the business's first point of contact and a key driver of revenue converting incoming leads into booked jobs, moving quotes to a "won" decision, and keeping customer communication fast enough that leads don't go cold. Success in this role is measured by speed-to-lead, quote-to-win conversion, and outbound call volume. Alongside these sales-facing functions, the CSR coordinates scheduled work with technicians and team leaders, and manages quoting, invoicing so jobs progress smoothly from enquiry through to completion.
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Key responsibilities
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First point of contact for all incoming communications; enter customer information into Simpro
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Quote follow up and job follow up
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Keep missed calls under 3 per day to protect speed-to-lead and minimise lost opportunities.
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Prepare completed jobs for invoicing on a daily basis: add materials, and chase technicians for photos and notes as required
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About you
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Experience in a customer service, administration, or scheduling role (trade or field-service industry highly regarded).
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Confident, qualified phone manner.
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Experience with Simpro and podium or similar job management software (or ability to learn quickly).
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Strong organisational skills and attention to detail.
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Ability to prioritise and manage multiple jobs, quotes, and follow-ups at once.
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Comfortable liaising with technicians, team leaders, and external parties

📌 Customer Service Rep (Townsville)
🏢 Mountain Man Electrical
📍 Townsville