Customer Service Representative - CSR

Who is Zebra Plumbing?

We’re a family-run residential plumbing business in Glen Iris, started in 2023 by Byron and Amy. In under two years we’ve grown from a single van to a fleet of six with more on the way, earned 350+ 5-star Google reviews, and made the finals of a national small business award. Not bad for a young business — and we’re just warming up.

We do plumbing the honest way: fixed pricing so there are no nasty surprises, no scare tactics, no bagging out the last plumber, obligation-free quotes and a lifetime labour warranty. Our clients trust us and they keep coming back — that’s the whole game.

Behind the scenes we’re a tight, friendly team where everyone’s work actually matters. There’s no hiding in the crowd here, and that’s a good thing: your ideas get heard, your wins get noticed, and there’s real room to grow as we expand into new trades and new pockets of Melbourne.

The role

You’ll be the first point of contact for our clients and the calm, capable heartbeat of the office.

This is a customer care role, but it’s also a key conversion role in the business. This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.

You’ll need to quickly build rapport, understand what the customer needs, ask the right questions, and help turn genuine enquiries into booked jobs.

You won’t be cold calling or chasing random leads. These are homeowners who have come to us looking for help. Your job is to make them feel looked after, qualify the enquiry properly, explain the next step clearly, and give them the confidence to book with Zebra.

Key Responsibilities

• Answer and manage inbound customer calls, website enquiries and marketing leads.

• Convert incoming enquiries into booked jobs within ServiceTitan.

• Provide a professional and friendly first point of contact for customers.

• Understand customer requirements and confidently guide them toward the appropriate service or booking.

• Follow up missed calls, abandoned enquiries and customers who did not book on their first interaction.

• Conduct outbound follow-up calls to previous enquiries, unsold quotes and existing customers.

• Support lead generation campaigns through outbound calls, SMS and email follow-ups.

• Confidently discuss callout fees, pricing expectations and service information.

• Handle general customer enquiries, booking changes and service-related questions.

• Maintain accurate customer, booking and lead notes within ServiceTitan.

• Work closely with our dispatch and field teams to ensure bookings are scheduled correctly.

• Work towards defined KPIs including call conversion, booking rate, follow-up activity and booked revenue.

• Identify opportunities to recover lost leads and improve overall conversion.

About You

We’re looking for someone who is naturally confident, personable and comfortable spending a large part of their day on the phone.

Ideally, you will have:

• Previous experience in customer service, call centre, reception, lead generation or sales.

• Strong telephone communication skills and a professional manner.

• Confidence speaking with new customers and asking for the booking.

• Experience working towards KPIs, targets or conversion metrics.

• Strong customer service skills with the ability to build rapport quickly.

• Confidence handling objections and pricing conversations.

• Strong organisation and attention to detail.

• A proactive mindset - when the phones are quiet, you’re following up leads.

• The ability to think on your feet rather than relying entirely on a script.

• A positive, energetic and results-focused attitude.

Experience using ServiceTitan or working within the trades/service industry is highly regarded, but not essential.

The type of people who thrive at Zebra

Our best people share a few things in common: they genuinely care, they take ownership, they’re honest, and they want to be great at what they do. If you’re the sort of person who’d rather do a job properly than quickly, who lifts the mood of a room, and who’s keen to grow alongside an ambitious business — you’ll fit right in with the stripes.

What’s on offer

• Competitive salary: $60,000–$70,000 + super + incentives

• Office-based role in Glen Iris

• Monday to Friday

• A rostered day off (RDO) every month— hello, life admin days!

• Performance incentives for achieving and exceeding booking and conversion targets

• Full training and a real career path as we grow into new trades and locations

• A supportive, down-to-earth family-run team

• A fast-paced environment where strong performers are recognised.

• Ongoing training across customer service, sales and lead conversion.

• Supportive and energetic office team

How to apply

Hit apply and send us your resume with a few lines about yourself. Want to stand out? Email us at ••••@zebraplumbing.com.au. Tell us about a time you turned a tricky or grumpy caller into a happy customer — we love a good story. We can’t wait to meet you.