This impressive, rapidly expanding and successful trade services / maintenance operations business is a structured, technology-enabled market leader built around strong values, visibiliy and measurable performance (and reward). Leveraging a a bulging business pipeline, the leadership team is focused squarely upon growth. Scaling its service capability means increasing the efficiency of booking performance, schedule optimisation and measurable results. Every inbound call matters. Every booking impacts revenue. Every schedule gap costs money. They are now seeking a commercially aware Customer Service Representative / Demand & Scheduling Representatives to join the operations team and help protect performance at the front line of the business. The Opportunity Reporting directly to the Service Operations Manager, you will sit at the centre of the service engine — converting inbound demand into booked revenue while supporting dispatch efficiency and technician utilisation. This is a high-visibility, KPI-driven position with genuine performance accountability and bonus upside. You will work side by side (Mon-Fri) with the operations team at the company headquarters in North-East Brisbane / Airport Precinct location. You will: Manage inbound service enquiries (phone, website & email) Accurately allocate job types to protect revenue outcomes Fill daily schedule gaps to maximise productivity Recover missed calls and re-engage opportunities Follow up unsold estimates Maintain CRM and system integrity Support dispatch and assist with service recovery matters You will bring to the table: Experience within maintenance plumbing or trade services Strong, confident phone manner Comfortable handling emotional or upset customers High systems confidence (CRM / job management software) Structured, detail-oriented mindset Fast learner with a commercial outlook Commercial Awareness Required You will understand: The impact of booking rate on revenue Why correct job allocation protects margin The cost of unfilled schedule gaps The importance of payment collection How follow-up converts opportunity into booked work The Environment Performance-driven culture Measurable KPIs Technology-enabled systems (ServiceTitan, structured workflows) Leadership focused on growth and accountability Stable, profitable, scaling business Performance-based bonus structure Clear expectations and measurable outcomes Long-term stability within a growth-focused business Who This Role Suits A trade-services CSR who thrives in a structured environment Someone currently in a smaller operation looking for stronger systems A commercially minded operator who enjoys KPIs A confident communicator who can control conversations and drive outcomes The business is building a high-performance service operation — and the front-end team is critical to that success. If you have trade experience, commercial awareness, and want to operate in a structured, growth-focused environment, we’d love to hear from you. Interviews commencing immediately
