Website 24 Hour Trade Services
24 Hour Trade Services is a growing plumbing, electrical and HVAC company operating across Sydney and Melbourne, Australia.
We are looking for a reliable, confident and highly organised South African Virtual Assistant to manage our after hours operations and support our technicians while our daytime office team is offline.
This is not a basic data entry position. You will be an important point of contact for our customers and technicians during the evening and will need to be comfortable answering phone calls, making decisions, following procedures and ensuring jobs are properly completed and documented.
Your main responsibility will be managing our after hours operations.
Your duties will include, but are not limited to:
- Answering incoming customer calls professionally and confidently
- Handling emergency plumbing, electrical and HVAC enquiries
- Gathering all required information from customers before dispatching a technician
- Determining the urgency of incoming jobs based on company procedures
- Booking and scheduling jobs into our system
- Communicating with technicians regarding new and existing jobs
- Monitoring technicians throughout their scheduled jobs
- Completing technician checkout calls at the end of jobs
- Ensuring technicians have submitted the required photos, notes and information
- Reviewing technician job reports for accuracy and completeness
- Identifying missing information and following up with technicians before reports are finalised
- Reviewing photos supplied by technicians against their job notes
- Ensuring emergency and make-safe works are properly documented
- Updating job statuses and customer information
- Preparing clear handover notes for the Australian office team
- Responding to customer enquiries where required
- Following company scripts, procedures and checklists
- General after-hours administrative support
The successful applicant must have:
- Excellent spoken and written English
- A clear and professional phone manner
- Strong customer service skills
- Confidence speaking with customers who may be stressed or dealing with an emergency
- Strong attention to detail
- Good computer skills
- Strong organisation and time management skills
- The ability to follow procedures without constant supervision
- The ability to manage several jobs and conversations at the same time
- Reliable internet and a suitable home working environment, including backup power
Experience with ServiceTitan would also be an advantage, however training will be provided.
The hours of work will be from 4PM-12AM (AEDT)
VIDEO APPLICATION REQUIRED
You must submit a short video introducing yourself to Joe as part of your application. Applications submitted without a video will not be considered.
Customer service and virtual assistant
ABOUT 24 HOUR TRADE SERVICES 24 Hour Trade Services is an Australian owned and operated trade services company providing electrical, plumbing and HVAC services across Sydney and Melbourne. We operate in a fast paced environment, providing both scheduled and emergency services to residential, commercial, strata and insurance clients. Our team consists of experienced tradesmen in the field, supported by an organised office and operations team that keeps our jobs running smoothly from initial booking through to completion. As our name suggests, we provide 24 hour emergency support, meaning our business continues operating outside standard office hours. Clear communication, reliability and strong customer service are extremely important to us, particularly when assisting customers who may be dealing with urgent plumbing, electrical or HVAC issues. We are a growing company with a strong focus on providing professional service, maintaining high standards and building long term relationships with our customers and clients. Our virtual team members work closely with our Australian office and field technicians and are considered an important part of our day to day operations. We are looking for people who want a stable, long term role, are willing to learn our systems and industry, and want to grow with the company.