Job Overview

Our client is looking for an Operations Support Specialist to enhance operational efficiency, support business growth, and improve the work-life balance of the founders. By taking ownership of key administrative, customer engagement, and data management tasks, this specialist will directly contribute to the company's scalability, resilience, and strategic data-driven decision-making while alleviating pressure on existing internal staff.

Schedule

Monday - Friday, 4:00 PM - 10:00 PM Sydney, AU Time (30 work hours per week)

NOTE: Potential work on weekends with a minimum of 2 hours.

Responsibilities

• Monitor and process incoming after-hours customer inquiries from the call answering service.
• Accurately input new customer details and job requests into ServiceM8 daily.
• Proactively communicate with customers via ServiceM8 and Lana software to acknowledge inquiries, provide updates, and schedule next-day bookings.
• Escalate urgent after-hours customer issues to management according to established protocols.
• Extract and compile individual service technician sales figures from ServiceM8 weekly.
• Compile overall business sales data from ServiceM8 and other designated software platforms fortnightly.
• Prepare regular summary reports of key sales performance indicators for management review monthly.
• Process and verify compliance certificates and manage all required paperwork for the Victorian Energy Upgrade (VEU) Program.
• Accurately upload all necessary VEU program documentation to the designated online government rebate system.
• Track the status of submitted VEU applications and follow up on any pending items or queries weekly.
• Maintain organized digital records of all VEU paperwork and submissions.
• Document existing administrative workflows, particularly for after-hours customer support and VEU program processing.
• Create comprehensive Standard Operating Procedures (SOPs) for all recurring tasks within the role's scope.
• Develop and maintain a searchable knowledge base for common customer queries and internal processes.
• Update existing process documentation as systems or workflows evolve.

Requirements

• Proven comfort and proficiency with business software; familiarity with ServiceM8, Lana, or Xero is a significant advantage.
• Prior experience in administrative support, customer service, or data entry roles is preferred.
• Experience working with an Australian client or company is an advantage.
• Exceptional organizational skills and meticulous attention to detail, particularly for data entry and documentation.
• Strong written and verbal communication skills for clear customer interaction and internal reporting.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.