Customer Service Representive

Job Description

Neighbourhood Trades is a growing multi-trade services business operating across plumbing, drainage, HVAC and electrical throughout Melbourne.

As we continue to expand, we’re looking for a confident and switched-on Customer Service Representative (CSR) to join our office team in Airport West.

This is a fast-paced, phone-based role focused on customer service, inbound enquiries, reception and lead generation.

You’ll often be the first point of contact for our customers, responsible for creating a great first impression, understanding what they need and converting enquiries into booked jobs.

A major focus of the role is lead conversion - answering inbound enquiries, following up missed opportunities and proactively reconnecting with customers who haven’t yet booked.

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.

What We Offer

• Competitive hourly rate + performance-based bonuses

• Monday to Friday - Weekend Work Available

• Office-based role in Airport West

• Performance incentives for achieving and exceeding booking and conversion targets.

• Clear opportunities for progression as the business continues to grow.

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

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

• Supportive and energetic office team.

• Social events and team activities.