Administration Officer

Key Responsibilities

Customer Service & Inbound Calls

• Answer and manage inbound customer service calls.
• Collect accurate customer, site, and job information.
• Identify customer concerns and determine the appropriate next steps.
• Respond professionally to customer enquiries via phone, email, and other communication channels.
• Follow up on bookings, quotations, invoices, and job updates.
• Contact existing and previous customers regarding scheduled servicing and maintenance.

First-Line Customer Support

• Provide basic first-line support for common service-related enquiries.
• Utilize internal resources, troubleshooting guides, manufacturer information, and online tools to assist customers.
• Gather relevant information to help identify service requirements.
• Escalate technical concerns to the appropriate team members when necessary.
• Maintain clear and accurate support notes within the job management system.

Scheduling & Job Coordination

• Schedule service work for technicians and subcontractors.
• Coordinate appointment times with customers and field staff.
• Monitor technician and subcontractor availability.
• Update schedules to reflect changes, delays, or completed work.
• Maintain accurate job records, notes, and service calendars.

Quotations & Repairs

• Prepare repair quotations based on technician recommendations and supplier pricing.
• Obtain pricing from suppliers when required.
• Send quotations to customers and follow up outstanding approvals.
• Update job records following customer decisions.

Invoicing & Job Administration

• Prepare and issue invoices for completed jobs, including processing invoices within SimPro.
• Verify technician notes, labour, materials, and subcontractor costs before invoicing.
• Ensure invoices are accurate and issued promptly.
• Assist with closing completed jobs and maintaining accurate records.

Purchase Orders

• Create purchase orders for suppliers and subcontractors.
• Ensure purchase orders align with approved jobs and quotations.
• Verify supplier details, job numbers, descriptions, and pricing.
• Assist in tracking supplier and subcontractor costs.

Business Development Administration

• Prepare plans, drawings, and supporting documentation for quoted work.
• Set up new jobs within SimPro.
• Maintain accurate job records for ongoing and completed projects.

General Administration

• Provide administrative support across the office as required.
• Assist with audits, database maintenance, record management, correspondence, and general administrative tasks.

Qualifications & Experience

• Proven experience in a broad administrative role with the ability to manage multiple responsibilities.
• Excellent spoken and written English with strong customer service skills.
• Experience handling inbound customer enquiries in a professional environment.
• Experience using SimPro or a similar job management or field service platform is highly regarded.
• Experience in scheduling technicians, subcontractors, or dispatch coordination is advantageous.
• Experience preparing quotations, purchase orders, and customer invoices is preferred.
• Strong attention to detail when reviewing labour, materials, and project costs.
• Experience preparing plans, drawings, or simple designs is an advantage.
• Proficiency in Microsoft Office, particularly Excel and Outlook.
• Bachelor's degree or equivalent practical administration experience.
• Previous experience supporting an Australian business or working within trades, construction, HVAC, or field service industries is advantageous.

Personal Attributes

• Professional, reliable, and dependable.
• Able to work independently with minimal supervision.
• Highly organized with excellent multitasking skills.
• Adaptable and able to manage changing priorities.
• Proactive and solutions-focused.
• Resourceful in resolving customer concerns while recognizing when escalation is required.
• A collaborative team player who is willing to assist wherever needed.

Job Type: Full-time

Work Location: In person