Customer Service Representative (CSR) | Rockdale | $60K–$80K + Commissions | Family-Run Plumbing Company
All Needs Plumbing is a 24/7 residential maintenance plumbing and drainage company proudly serving the St George and Sutherland Shire communities.
We specialise in blocked drains, pipe relining, hot water systems, leak detection, gas repairs and all areas of residential plumbing maintenance. As a family-run business, we're known for reliability, integrity and a genuine commitment to customer care.
About the Role
You'll be the first point of contact for homeowners calling All Needs Plumbing — answering enquiries, booking jobs and ensuring every customer receives an excellent experience from start to finish.
Must have Trade services experience in either Plumbing/Electrical/HVAC.
Required to take inbound calls, make outbound calls for recurring jobs and happy calls.
Must be able to meet KPIs with high booking rate.
This role suits someone who thrives in a busy office, communicates clearly and confidently, and enjoys contributing to a positive team environment.
Note: This role includes one week of on-call duties per roster cycle to support our 24/7 service offering.
Key Responsibilities
* Answer inbound calls and emails promptly and professionally
* Make outbound calls and create new jobs following call scripts
* Book and schedule jobs using our job management system (ServiceM8 experience highly regarded)
* Support the sales team with quote follow-ups and service reminders
* Communicate effectively with customers, technicians and management
* Maintain accurate job notes, forms and data records
* Assist with payments, invoicing and account follow-ups as required
* Participate in the on-call roster (one week per cycle)
* Achieve individual and team KPIs for booking conversions and service quality
* Provide general administrative and operational support
Ideal Candidate
* Must have Trade services experience in either Plumbing/Electrical/HVAC
* Previous experience in customer service, scheduling or administration (trade or service industry preferred)
* Excellent communication and interpersonal skills with a confident phone manner
* Highly organised with strong attention to detail
* Able to multitask and perform well in a fast-paced environment
* Computer-literate and comfortable learning new systems
* Professional, reliable and proactive attitude
* Works well in a team environment
* Holds full Australian work rights
Remuneration & Benefits
* $70,000–$80,000 base salary + commissions
* Full-time, Monday to Friday (8:00 am – 4:30 pm)
* One week on-call roster rotation with additional pay
* Supportive, family-run workplace with strong local reputation
* Ongoing training and career development opportunities
* Company uniform, iPad and technology provided
* Regular BBQs, social events and recognition for great work
* Stable, long-term role in a growing company
Why Join Us
At All Needs Plumbing, you'll be part of a close-knit team that values professionalism, teamwork and genuine customer service. You'll have room to grow, be rewarded for your effort and play a vital role in helping our customers receive the highest level of service possible.
How to Apply
If you're an organised, reliable and customer-focused professional looking to join a supportive, family-run plumbing business, apply via SEEK with your resume and a short cover letter.
Join All Needs Plumbing — where your communication skills, reliability and commitment to excellence are recognised and rewarded.
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