Service Coordinator / Customer Service Officer

Service Coordinator / Customer Service Officer

The Trustee for Pool & Property Trust, a South Australian business specialising in pool service, maintenance, and retail, is seeking a Service Coordinator / Customer Service Officer. We provide swimming pool servicing, equipment repairs, installations, water testing, chemicals, spare parts, and expert advice to residential and commercial clients.

This full-time, onsite position is based in Royston Park. The salary range is $65,000 – $70,000 per year.

We are looking for a reliable, highly organised, and customer-focused individual to manage customer enquiries, service bookings, technician scheduling, and daily administration. The role also involves assisting in-store as needed. This position is ideal for someone who thrives in a busy service environment, communicates clearly with customers and technicians, and possesses strong attention to detail.

About the Role

As a Service Coordinator / Customer Service Officer, you will be a key liaison between customers, technicians, and the office team. Your responsibilities include:

• Answering customer enquiries
• Booking and coordinating service jobs
• Updating Simpro
• Following up on outstanding work
• Preparing customer communications
• Ensuring smooth and professional job completion

This role requires the ability to remain calm under pressure, manage competing priorities, and consistently provide excellent customer service.

Key Responsibilities

• Answering incoming phone calls and customer enquiries
• Responding to emails and customer service requests
• Booking service, maintenance, and repair jobs
• Coordinating technicians and managing service schedules
• Creating, updating, and managing jobs in Simpro
• Entering accurate customer, site, and job information
• Reviewing technician notes, job updates, photos, and follow-up requirements
• Communicating appointment times, delays, and updates to customers
• Following up on incomplete jobs, outstanding quotes, or customer requests
• Preparing or assisting with quotes, invoices, and job notes
• Liaising with technicians regarding job details, parts, access, and customer requirements
• Managing urgent jobs and schedule changes professionally
• Maintaining accurate records and customer history
• Providing friendly and professional customer service in person, over the phone, and via email
• Supporting the office, retail, and service team with general administration tasks

Simpro Experience

Experience using Simpro is essential. The successful applicant will ideally be confident with:

• Customer records
• Job cards
• Scheduling and dispatch
• Quotes
• Invoices
• Technician notes
• Attachments and photos
• Reporting
• Maintenance contracts
• Follow-up tasks

Applicants with experience in similar job management systems are also encouraged to apply, such as serviceM8, Pool Tracker, Lightspeed / Vend.

Skills and Experience

The successful candidate will ideally have:

• Previous experience in customer service, administration, or service coordination
• Experience coordinating technicians, trades, or field service teams
• Strong phone manner and written communication skills
• Excellent organisation and time management skills
• High attention to detail
• Accurate data entry skills
• Ability to manage multiple tasks concurrently
• Ability to stay calm during busy periods
• Confidence dealing with customers, including those who are frustrated or upset
• Ability to follow processes and keep records updated
• Strong follow-up habits to ensure tasks are not missed
• A positive attitude and willingness to learn

Simpro experience is preferred but not essential for the right person.

Personal Attributes

We are looking for someone who is:

• Reliable and punctual
• Friendly, professional, and approachable
• Customer-focused
• Calm under pressure
• Highly organised
• A good communicator
• A team player
• Able to take responsibility and follow through
• Comfortable working in a fast-paced service business
• Willing to learn about the pool industry, products, and services

What We Offer

• A supportive team environment
• A varied role encompassing customer service, scheduling, and administration
• Opportunity to work in a growing pool service and retail business
• Training and support where required
• A role where attention to detail and great customer service are valued
• Convenient Royston Park location

Hours of Work

• Monday to Friday: 9am to 5pm
• Saturday: 9am to 3pm, to fill in as required

How to Apply

Please apply with your resume and a short cover letter outlining your customer service, administration, service coordination, and Simpro experience. We are looking for someone who can help keep our service team organised, our customers informed, and our jobs running smoothly.