Experienced Customer Service Representative – Join the O’Shea Trades Team!

Are you an experienced customer service professional who knows how to turn enquiries into bookings, build customer relationships and deliver an outstanding experience over the phone? We want to hear from you!

O’Shea Trades is growing, and we're looking for an experienced, confident and motivated Customer Service Representative to join our busy Customer Service team in Hawthorn East.

This isn't an entry-level role. We're looking for someone who understands the importance of answering calls professionally, asking the right questions, converting enquiries into booked jobs and making every customer feel valued.

If you're confident on the phones, thrive in a rapid-paced environment and love achieving results, this could be your next great career move!

About O’Shea Trades

O’Shea is a family-owned Melbourne business that has been servicing the community for almost 50 years.

We've grown into a multi-trade business covering plumbing, electrical, roofing, renovations and general trades. With a large team, strong customer base and exciting growth plans, we're continuing to invest in our people, systems and customer experience.

Our number one value is Family First. We believe in looking after our people, supporting our team and creating an environment where everyone has the opportunity to succeed.

About the Role

As an experienced Customer Service Representative, you'll play a critical role in the success of our business.

You'll be one of the first voices our customers hear when they contact O'Shea, and you'll help set the standard for the entire customer experience.

Your primary focus will be managing inbound enquiries, converting calls into booked appointments and ensuring every customer receives professional, friendly and efficient service.

You'll also make outbound calls to follow up on enquiries, recover missed booking opportunities, confirm appointments and reconnect with customers who need our services.

We're looking for someone who can confidently manage a conversation, build rapport, overcome objections and ask for the booking. Great customer service is essential, but so is the ability to deliver results.

What You'll Be Doing

- Answering inbound calls and turning customer enquiries into booked jobs.





- Converting opportunities by confidently guiding customers through the booking process.

- Making outbound calls to follow up on unbooked enquiries and missed opportunities.

- Building trust and rapport with customers from the very first conversation.

- Understanding customer needs and matching them with the right service.

- Managing customer questions, concerns and complaints with professionalism and empathy.

- Confirming appointments and keeping customers informed.

- Maintaining accurate customer information and call notes in our systems.

- Working closely with dispatch, technicians and management to deliver a seamless customer experience.

- Monitoring follow-ups to ensure no customer enquiry falls through the cracks.

- Working towards individual and team targets for bookings, conversion and customer satisfaction.

- Contributing to a positive, accountable and high-performing team environment.

About You – Experience Matters!

We're looking for someone who can hit the ground running and bring proven customer service experience to our team.

You'll ideally have:

- Previous experience in a customer service, call centre or contact centre role, handling both inbound and outbound calls.

- A proven ability to convert enquiries into bookings, appointments or sales opportunities.

- Excellent phone manner and confident communication skills.

- Strong listening skills and the ability to ask the right questions.

- The confidence to manage objections and guide conversations towards a positive outcome.

- Outstanding organisation and attention to detail.

- Strong computer skills and the ability to learn new software quickly.

- The ability to multitask and stay calm under pressure in a busy workplace.

- A proactive approach to following up customers and completing tasks.

- A positive, resilient attitude and a genuine desire to help people.

- A team-first mindset,



combined with personal accountability and a results-driven approach.

Experience in plumbing, electrical, HVAC, trades, home services or a similar service-based business would be highly regarded.

Most importantly, we want someone who takes pride in their work, enjoys speaking with people and understands that every phone call is an opportunity to deliver great service and help grow the business.

Why Join O’Shea?

We want great people to enjoy coming to work, feel supported and have the opportunity to build a long-term career.

Here's what you can expect:

- A supportive, family-owned business with almost 50 years of history.

- A friendly and cooperative team environment.

- A busy role where your contribution genuinely matters.

- Ongoing training, coaching and development.

- Modern systems and technology to help you do your job effectively.

- Opportunities to grow as the business continues to expand.

- Recognition for great performance and contribution.

- The opportunity to work across multiple trades and develop your industry knowledge.

- A workplace that values communication, teamwork, accountability and Family First.

Who Will Succeed in This Role?

You'll succeed if you're the type of person who:

- Enjoys talking to people and building relationships.

- Can manage a busy phone line without losing attention to detail.

- Takes ownership of customer enquiries from start to finish.

- Doesn't leave follow-ups sitting unfinished.

- Understands the difference between simply answering a call and delivering an excellent customer experience.

- Is motivated by targets and takes pride in achieving results.

- Wants to be part of a team that supports one another and works towards shared goals.

We're not just looking for someone to answer the phones. We're looking for a customer service professional who can make every call count.

Ready to Join the Team?

If you're an experienced Customer Service Representative looking for your next opportunity with an established, growing Melbourne business, we'd love to hear from you.

Bring your experience, energy, confidence and customer-first attitude to O'Shea Trades.

Apply today and become part of the O'Shea family!

O'Shea Trades – Reliable. Trusted. O'Shea.

📌 Customer Service Representative (Hawthorn)
🏢 O'Shea Trades
📍 Hawthorn