Service Coordinator / Account Manager

Service Coordinator / Account Manager

About Plustel

Plustel is a Sydney-based company delivering Security, Data, Electrical, Communications, Video Conferencing, Audio Visual and I.T. services across Australia and New Zealand.

We coordinate service calls, installations and national rollout projects for a broad range of commercial clients.

Due to continued growth, we are looking for an experienced Service Coordinator / Account Manager to join our office team in Seven Hills.

About the Role

This is a hands-on coordination and client-facing role responsible for managing customer requests from initial booking through to completion.

You will work closely with clients, technicians, suppliers and our internal team to coordinate service work, manage active jobs, provide customer updates and ensure work is followed through properly.

We are looking for someone who has previous experience in service coordination, scheduling, account support or a similar role and is comfortable managing multiple jobs and customer requests at the same time.

Key Responsibilities

• Manage day-to-day communication with assigned clients and customer accounts
• Coordinate service calls, installations and project bookings
• Schedule technicians and manage changes to bookings as required
• Provide regular job updates to customers and ensure requests are followed through to completion
• Answer customer phone calls and respond to emails professionally and promptly
• Create, update and manage jobs within our job management system
• Liaise with technicians to obtain job notes, photos and completion updates
• Review technician updates and communicate outcomes clearly to clients
• Liaise with suppliers regarding pricing, stock availability and hardware orders
• Arrange couriers and track deliveries
• Assist with preparing quotations and invoices
• Prepare spreadsheets, reports and general job documentation
• Complete site inductions and assist with safety documentation including SWMS
• Assist with national rollout projects and larger customer accounts
• Build and maintain strong relationships with clients, technicians and service partners

Skills and Experience

Previous experience in service coordination, scheduling, account management, field service administration or a similar role is required.

We are looking for someone who has:

• Strong customer service and account management skills
• Experience coordinating technicians, contractors, service calls or field staff
• Excellent written communication skills, particularly customer emails
• A professional and confident phone manner
• Strong organisational skills and attention to detail
• The ability to manage multiple active jobs, priorities and customer requests
• Confidence working independently and taking ownership of customer requests
• Good Microsoft Outlook and Excel skills
• Experience using a job management, CRM or scheduling system

Experience using ServiceM8, Monday.com or similar systems will be highly regarded.

Experience within telecommunications, security, electrical, I.T., audio visual, facilities management, construction or another field-service environment would be an advantage.

What We Offer

• Full-time, office-based position
• Stable role within a growing national services business
• Exposure to a wide range of customers, service work and national projects
• Opportunity to take ownership of customer accounts
• Supportive team environment
• Training on Plustel systems, processes and industry-specific requirements
• Professional development opportunities

Location

Seven Hills, NSW

This is an in-person, office-based role.

Work Authorisation

Applicants must have Australian work authorisation.