Customer Service Lead

3 days ago

Fyshwick, ACT, Australia Climate Plus Full time $80,000 - $120,000 per year
Join Our Team at Climate Plus – Lead the Heart of Our Customer Experience

Climate Plus is a growing, dynamic business specialising in air conditioning service and repair, hot water systems, and electrical work across Canberra and beyond. We're known for our reliable service, positive culture, and genuine commitment to our customers.

We're now looking for a Lead Customer Service Representative to take the reins of our customer care operations.

This is a key leadership role where you'll oversee both local and offshore CSRs, ensuring every customer interaction reflects the high standards Climate Plus is known for.

If you love a fast-paced environment, thrive on variety, and know how to bring out the best in a team — this one's for you.


About the Role

As the Lead CSR, you'll be the central link between our customers, technicians, and operations team.

Your day will include:

  • Overseeing daily performance of local and offshore CSR teams
  • Monitoring call volumes and adjusting workflows as needed
  • Ensuring every customer receives prompt, professional, and friendly service
  • Coaching team members to handle complex enquiries, bookings, and issues with confidence
  • Maintaining consistency across phone, email, and online enquiries
  • Managing online booking availability and technician scheduling support
  • Assisting with quotes, payments, and job completion follow-up
  • Working closely with management to continuously improve processes and customer outcomes

Who You Are

We're looking for someone who's organised, adaptable, and calm under pressure — a natural problem-solver who can juggle multiple priorities and keep the team on track.

You'll also bring:

  • Experience leading or mentoring a team in a fast-paced environment
  • Exceptional communication and interpersonal skills
  • A professional, positive, and empathetic attitude toward customers and colleagues
  • Strong computer skills (Microsoft Office and scheduling systems)
  • A knack for spotting inefficiencies and improving them
  • Experience in trades, service, or scheduling environments (a bonus)

Why You'll Love Working With Us
  • Great Culture – A supportive, fun, and hardworking team who've got each other's backs
  • Growth & Recognition – Step into a leadership role in a business that's scaling fast
  • Impactful Work – Play a key part in shaping how our customers experience Climate Plus every day
  • Flexible & Dynamic Environment – No two days are the same, and we love it that way

If you're ready to take the next step in your career and lead a team that genuinely cares about people — both customers and colleagues — we'd love to hear from you.

Don't stress if you don't have a polished resume. Just reach out and let's chat — we'll grab a coffee and take it from there.

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