This is a remote position.
The company is an Australian Private company which is located in Queensland providing plumbing services.
Customer Focus: Putting the client first and delivering an exceptional experience.
Quality Workmanship: Taking pride in our craftsmanship and attention to detail.
Integrity: Being honest, ethical, and accountable in all our actions.
Continuous Improvement: Constantly learning, adapting, and optimizing our processes
Losing key team members and struggling to find suitable replacements.
Lack of consistent processes in place, leading to missed follow-ups and lost sales opportunities.
Scaling the business to $5 million in revenue while being bogged down in day-to-day operations.
Juggling business demands with being a single parent, impacting work-life balance.
Improving customer service and responsiveness to maximize conversion of leads to booked jobs.
Reducing the overwhelming stress and task backlog currently falling on the owner by taking over key communication and administrative responsibilities.
Ensuring all jobs have the required documentation, materials, contractor coordination, and quality checks completed within appropriate timeframes.
Maintaining up-to-date financial records by accurately capturing costs, invoicing promptly, and monitoring payments.
Responsibilities
Client Communication:
Manage all client communication channels (phone, email, social media).
Respond to client inquiries timely and professionally.
Keep clients informed through regular updates on job status.
Lead Qualification & Sales:
Qualify incoming leads and provide detailed quotes/estimates.
Increase in conversion rate of leads to booked jobs.
Project Coordination:
Schedule installations by coordinating clients, teams, and suppliers.
Organize all job documentation (plans, permits, contracts, etc.) and ensure compliance.
Conduct quality assurance checks.
Financial Management:
Process invoices, matching costs to appropriate jobs.
Follow up on outstanding payments and accounts receivable.
Maintain accurate job costing and profitability reporting.
Process Improvement:
Continuously document and improve processes/workflows.
Cross-train team members on processes for business continuity.
Communication:
Provide timely responses to all client inquiries (calls, emails, social media).
Qualify leads and provide professional quotes.
Represent the company through a consistent, branded voice.
Success Metrics: Clients proactively informed, 24-hour turnaround on inquiries, increased lead-to-booking conversion rate.
Operations/Compliance:
Organize all job documentation.
Schedule installations efficiently.
Conduct site inspections and maintain compliance records.
Success Metrics: Complete and accessible job requirements, no delays due to missing documentation/materials, passing random audits.
Bookkeeping:
Match supplier invoices and material costs to appropriate jobs.
Generate and send invoices to clients promptly.
Follow up on outstanding payments/accounts receivable.
Success Metrics: Accurate job costing, minimal overdue invoices, up-to-date profitability reporting.
Systems/Processes:
Document and update all processes/workflows.
Train team members on standard operating procedures.
Success Metrics: Clear documentation for training, elimination of inefficient processes, effective cross-training
Critical Tasks
Minimum 2 years’ experience in administration or customer service.
Excellent written and verbal communication abilities.
Highly organized with strong attention to detail.
Proficient with Microsoft Office, Xero, and CRM tools like HubSpot.
Ability to learn new software and processes quickly.
Experience in the construction industry is an advantage.
Required Skills/Qualifications:
Exceptional written and verbal communication abilities.
Highly organized with strong attention to detail.
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