Service Dispatch & Operations Administrator
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Job Description
Remote Service Dispatch & Operations Administrator coordinating quotes, technicians, suppliers, and schedules. Supporting a Sydney-based Australian HVAC business from the Philippines.
Responsibilities:
- Monitor incoming customer enquiries and emails and ensure prompt action
- Prepare, organise and send customer quotes
- Follow up on quotes one to two days after sending
- Coordinate and schedule confirmed jobs based on technician availability, job requirements, location and estimated duration
- Optimise technician schedules and routes to minimise travel time and maximise utilisation
- Coordinate multiple technicians across Sydney and allocate additional technicians to larger installation jobs when required
- Communicate with technicians about job requirements, schedules and changes
- Coordinate with customers to confirm bookings, job details and scheduling
- Prepare and process supplier purchase orders
- Coordinate equipment and material orders and deliveries with suppliers
- Assist with invoices, supplier invoices, receipts and accounts receivable follow-ups
- Maintain accurate pricing, job and customer information in Excel and business systems
- Manage and update Google Calendar
- Assist with CRM and job management platforms as new systems are introduced
- Help manage customer enquiries through the AI receptionist system
- Maintain accurate records and complete administrative tasks promptly
- Provide general administrative support and assist with ad hoc projects
- Potentially assist with customer and technician phone calls
Requirements:
- At least 6 years of experience in office administration, operations coordination, scheduling or similar roles, supporting Australian businesses and customers
- Excellent written and spoken English
- Strong Excel skills and confidence working with spreadsheets, data and pricing information
- Proficiency with Xero, Google Calendar and similar business management systems
- Experience using CRM or field service management software
- Exceptional organisation and attention to detail
- Strong time management skills and ability to manage multiple priorities
- Experience coordinating schedules, appointments, jobs, deliveries or field-based teams
- Strong problem-solving and decision-making skills
- Confident communication with customers, suppliers and internal team members via email and phone
- Highly reliable, proactive and able to work independently once trained
- Strong computer literacy and ability to learn new software and systems quickly
- Trustworthy and honest approach, with strong accountability
- Comfortable working Australian business hours and supporting a Sydney-based operation
- Previous experience in HVAC, trades, construction, facilities management or another home services business is a standout skill
- Experience coordinating technicians, field service or job scheduling is a standout skill
- Basic bookkeeping or accounts administration experience is a standout skill
- Experience with AI-powered reception or customer enquiry systems is a standout skill
Benefits:
- Great opportunities for career growth
- Opportunity to work in an amazing environment
- 100% remote work
- Direct work with an established Australian business
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