Scheduling & Customer Service Coordinator (AI-Assisted)
vor 16 Stunden
Scheduling & Customer Service Coordinator (AI-Assisted) Scheduling & Customer Service Coordinator (AI-Assisted Workflow) Chelynton, Melbourne VIC | Full Time | $68,000 – $82,000 Ideal Air is a fast-growing, innovative HVAC service provider with teams in Melbourne and Brisbane. As we modernise our customer engagement and scheduling processes, we're looking for an experienced Scheduling & Customer Service Coordinator to join our team. This role sits at the intersection of customer service, scheduling, AI-assisted communication, and sales. It's ideal for someone who enjoys converting enquiries, coordinating people, and working with modern tools that streamline workflows and make them more efficient. Why Join Ideal Air? Warm leads delivered to you through AI tools (Podium & ServiceM8 AI Receptionist). Future-focused workplace that embraces automation and technology. Supportive team culture with strong collaboration between office and field staff. Real impact helping customers create comfortable, efficient homes and workplaces. Growth path into senior scheduling, operations, or AI workflow optimisation. What You'll Do Convert AI-Warmed Enquiries into Booked Jobs Jump into AI-assisted SMS and web chat conversations at the right moment. Build rapport quickly and confidently to make bookings over the phone. Identify upsell opportunities and promote additional services. Communicate clearly across SMS, phone, email, and chat. Coordinate Technician Schedules Allocate technicians efficiently using ServiceM8. Keep the schedule accurate, full, and running smoothly. Make day‑to‑day scheduling decisions with initiative and sound judgement. Work With AI Tools & Improve Processes Monitor AI-driven enquiries and take over when needed. Provide feedback on templates and escalation rules. Suggest improvements to speed, accuracy, and customer experience. Maintain High Accuracy & Professional Communication Attention to detail is essential—job details and notes must be correct. Handle escalated enquiries with confidence. Work closely with field technicians and management to keep operations flowing. What You'll Bring 3–5 years experience in customer service, sales, or scheduling roles. Strong natural sales instincts—you enjoy winning the booking. Experience with job management systems (ServiceM8, SimPro, Tradify, etc.). Comfortable learning and using AI‑assisted communication tools. Excellent written and verbal communication skills. Strong organisational ability and a proactive mindset. High attention to detail and accuracy. Experience in HVAC or trades is beneficial but not essential. Australian work rights are required for this position. This role requires a friendly, engaging phone manner and the ability to make customers feel they’re in the right hands using confident, likable communication, rapport‑building skills, and persuasive language to assist warm AI-generated enquiries into confirmed bookings. Your Growth Path Senior Scheduling & Operations AI Workflow Specialist Process Improvement Lead Team Leadership Roles We'll support your development every step of the way. Apply Today If you’re a confident communicator who loves converting enquiries, enjoys coordinating schedules, and wants to work in a modern, forward‑thinking service business, we'd love to hear from you. Apply now and help shape the next evolution of Ideal Air's customer experience. #J-18808-Ljbffr
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