Administration Officer

This exciting opportunity has become available for an experienced Office Administrator to support our business growth and join our busy, family-owned and operated Heating & Cooling Maintenance Company. With over 20 years in the industry, we are proud of our strong reputation for delivering premium customer service and technical excellence across Melbourne.

This role is perfect for someone who thrives in a fast-paced environment, enjoys working as part of a close-knit team, and has the initiative to make things run smoothly behind the scenes. This role is Full time Monday to Friday (would consider 4 days for the right person).

About the Role

As an Office Administrator, you will play a key role in supporting both our customers and technicians over the phone. From scheduling and coordinating jobs to ensuring seamless communication between the office and field teams, your professionalism and organisational skills will keep our operations running like clockwork.

Key Responsibilities......

• Customer Service – deliver exceptional service via phone, email, and online queries; answer calls promptly and professionally while building strong rapport with customers
• Customer Liaison – communicate daily with customers to prioritise and schedule jobs, ensuring a smooth and positive experience
• Process & Workflow Management – collaborate with management and the office team to maintain and improve scheduling processes, office systems, and workflows
• Administration Support – handle data entry, job sheets, invoicing, quotations, and accurate information gathering; provide overall support including appointment bookings, enquiry management, and occasional project support
• Job Scheduling & Coordination – schedule and coordinate daily jobs for technicians, efficiently managing work orders and customer request
• Communication Management – monitor and respond to multiple inboxes in a timely and professional manner
• Digital & Marketing Support – assist in the creation and management of social media posts (design and content) to support company branding
• Team Collaboration – support a friendly, close-knit office team while assisting technicians in the field as required
• System Management – confidently use and maintain multiple platforms, including Simpro, Podium, and Outlook

About You

We're seeking a dedicated and professional administrator who is passionate about customer service and thrives in a busy, dynamic environment.

You will bring

Proven experience in office administration and job scheduling/coordination, ideally within the trade or service industry

Outstanding customer service skills, with a warm, professional phone manner

Strong computer proficiency, particularly in Microsoft Word, Outlook, and Excel

Experience with SimPro or a similar job management system (highly regarded)

Sound knowledge of Melbourne's metropolitan suburbs (an advantage)

Excellent multitasking ability, with a strong focus on accuracy and attention to detail

Proactive and motivated, with the ability to take initiative and work independently when required

Exceptional communicator – able to engage with new and existing clients in a professional, friendly manner, while also collaborating effectively with our installation and service teams

Collaborative team player with a positive, "team-first" attitude

What We Offer

• Stable, long-term employment with a respected family business
• A supportive and friendly team environment where your contribution matters
• Opportunities to grow with the business as we continue to expand
• Variety in your day-to-day role — no two days are the same
• A chance to work close to home in Fairfield without the long commute
• Hours: Mon-Fri 8.45am to 5pm