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 fast-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.
- Robust computer skills and the ability to learn new software quickly.
- The ability to multitask and stay calm under pressure in a busy environment.
- 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?

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