Modern Group is Australia's leading family-owned home improvement company, for over 50 years Modern have been the supplier of choice for more than 500,000 Australian homeowners nationwide.
Our Western Australian operations continue to grow from strength to strength and with a focus on continued growth in the coming financial year the need to expand our frontline customer service team has become a priority.
The successful applicant will live the Modern "Customer Frist" ethos on a day to day basis. As the first point of contact for our business, you will provide an exceptional level of engagement and service to our customer base. This role is critical to starting our customers journey on the right path.
We operate in a fast-paced, high-performance environment driven by strong multi-channel marketing strategy incorporating digital campaigns and online enquiries through to events and direct outbound lead generation which will provide you a continually growing influx of customers to engage with.
This is a frontline customer service role. You will be the first point of contact for our customers — you will set the tone, build the trust, and ensure every customer is provided with the 5 star service our business has delivered over our long history.
This is not a single focus role, any given day will see you working across multiple channels both independently and in collaboration with our sales and production teams.
You will be responsible for: Client Consultation
Engage directly with customers via phone and online enquiries to understand their needs, ask the right questions, and guide them toward the most suitable solution. You will be responsible for qualifying opportunities and ensuring each customer is moved forward with clarity and confidence.
Lead Management & Follow‐Up
Take ownership of incoming leads and existing opportunities. This includes structured follow‐up on quotes, re‐engaging customers who have gone quiet, and ensuring no opportunity is left sitting untouched.
Opportunity Development
Work through inbound and existing leads to generate booked appointments and progressed opportunities. This involves identifying, overcoming hesitation, and creating momentum in the sales process rather than simply passing information along.
Relationship Building
Build rapport quickly and maintain strong communication with customers throughout their early journey. Your role is to ensure every customer feels heard, informed, and confident in taking the next step, while also creating the foundation for referrals and repeat business.
Operate across phone, SMS, and online enquiries seamlessly. You will manage multiple conversations at once, prioritise effectively, and maintain a high level of responsiveness across all channels.
We are looking for someone who:
* Is confident, natural, and engaging on the phone
* Can hold a conversation and build trust quickly
* Takes ownership of outcomes, not just activity
* Is organised but not rigid — able to think and adapt in real time
* Thrives in a high‐activity environment
* Sales, call centre, or appointment‐setting experience is highly regarded, but attitude and communication ability are more important.
What's on offer
* Base salary + performance incentives
* Strong, consistent inbound lead flow
* A structured environment with proven systems
* Full training and ongoing support
* The opportunity to grow into greater responsibility as the role develops
This role suits someone who wants to be more than just a support function.
If you're someone who enjoys being in the middle of the action, working through opportunities, and having a direct impact on outcomes — this is an opportunity to step into a role that matters.
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