This is a remote position.
Customer Journey Specialist
Work Schedule: Monday to Friday 9:00am to 6:00pm Victoria Time with 1 hour unpaid lunch
About Us
We are a growing plumbing franchise committed to exceptional customer experiences. As we expand into new territories like Queensland, we’re seeking a detail-oriented problem solver to join our team as a Customer Journey Specialist.
Role Overview
As the Customer Journey Specialist, you’ll manage the entire customer experience—from initial inquiry to post-job follow-up—using technology to streamline processes, enhance satisfaction, and support business growth.
Key Responsibilities
Customer Communication : Manage inquiries via phone, email, and website forms. Provide clear updates throughout the job process using ServiceMate and Flat Rate Now.
Job Scheduling : Schedule and coordinate jobs efficiently, optimizing resources and minimizing downtime.
Quote & Invoice Management : Generate quotes, follow up, send invoices, and manage payment collection.
Upselling & Safety Follow-up : Review safety checklists, generate quotes for additional services, and track upsell conversions.
Job Documentation : Ensure job cards are completed accurately, and follow up on missing documentation.
Review Management : Request and manage reviews, respond to feedback, and protect our online reputation.
Process Optimization : Assist in improving and documenting business processes and train team members on new systems.
Reporting & Analysis : Provide KPI reports, analyze data trends, and offer actionable insights.
Success Measures (First 6 Months)
Respond to all inquiries within 4 hours
Achieve 95% client satisfaction
Increase completed jobs by 20%
Maintain a 95% on-time arrival rate
Increase quote-to-job conversion rate by 25%
Achieve 30% upsell revenue growth
Requirements
Requirements
Proficiency in ServiceMate and Flat Rate Now, or ability to learn quickly
Strong communication and customer service skills
High attention to detail and organization
Experience with virtual phone systems and SMS functionality
Familiarity with project management tools like Trello
Basic understanding of plumbing industry terminology (preferred)
Experience managing online reviews and reputation (preferred)
Desired Skills
Previous experience in trades or home services
Knowledge of upselling techniques
Basic bookkeeping and financial reporting skills
Familiarity with CRM systems and lead nurturing