BruntWork | Full time : 35 paid hours per week or more
Operations & Client Success Coordinator (RoofXPro Pty Ltd)
* Job Category : Operations and Project Management
* Work Schedule : Fixed Schedule
* Job Type : Full time : 35 paid hours per week or more
* Date Opened : 04 / 10 / 2025
* Remote Job
* Industry : Other
Job Description
This is a remote position.
Work Schedule : Monday to Friday 8 : 00 AM - 5 : 00 PM AEST
Candidate-facing description : Join a growing roofing services company as their Operations & Client Success Coordinator, where you’ll be instrumental in elevating the customer experience and streamlining business operations. In this role, you’ll manage all aspects of client communication while implementing and maintaining robust operational systems. This is an exciting opportunity to make a significant impact by transforming manual processes into efficient workflows, ensuring exceptional service delivery from initial contact through project completion. If you thrive on creating order from complexity and delivering outstanding customer experiences, this role offers the perfect blend of relationship management and systems optimization.
Responsibilities
* Manage all client communications with strict response time adherence (5 minutes for new leads, 4 hours for existing clients)
* Schedule and coordinate site visits within 24-48 hours of initial contact
* Process and deliver quotes within 24 hours of site visits
* Implement and maintain operational systems for tracking field team locations, job progress, and material usage
* Coordinate with field teams to optimize scheduling and resource allocation
* Document and standardize core business processes
* Manage multiple communication channels (phone, email, WhatsApp)
* Transfer site visit data and requirements from field teams into quoting / job management systems
* Maintain accurate client database and communication records
* Support transition from current systems to new integrated solutions
* Create and maintain systematic follow-up processes for both prospects and existing clients
* Assist in developing maintenance service programs for recurring revenue
Scopes
* Manage communication with prospects and clients across Sydney metropolitan area (80km radius)
* Handle job coordination for residential (90%) and commercial (10%) roofing projects
* Manage database of 1000+ existing clients
* Coordinate scheduling for multiple field teams
* Support average project values of $5,000-$10,000
* Manage documentation and processes for full service range (reroof, restorations, repairs, maintenance)
* Interface with marketing team regarding lead management and follow-up
* Support transition to new systems and processes for improved efficiency
Requirements
* Exceptional communication skills with professional phone manner
* Strong attention to detail and ability to maintain data accuracy across multiple systems
* Experience in customer service or operations coordination
* Proficiency with business software and ability to quickly learn new systems
* Strong organizational skills and ability to manage multiple priorities
* Experience in process documentation and improvement
* Ability to work independently and take initiative in system improvements
* Professional demeanor and ability to represent the company effectively
* Experience with CRM systems and scheduling software preferred
* Background in construction or trades industry a plus
Required Skills :
* Strong verbal communication skills with ability to handle customer inquiries professionally and maintain positive client relationships
* High attention to detail for accurate quote preparation and scheduling within 24-hour turnaround times
* Proficiency in multiple business software systems including :
* Tradify or similar job management systems
* Microsoft Office suite
* CRM systems
* Ability to manage multiple communication channels (phone, email, WhatsApp) while maintaining response times of 5 minutes for new leads and 4 hours for existing clients
* Experience in construction / trades administration, particularly with managing site visit scheduling and coordination
* Strong organizational skills to manage complex scheduling requirements across multiple team members and locations
* Ability to maintain detailed job documentation including materials, labor, and installation records
* Experience in quote preparation and processing for construction / trades services
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