Reliable Tradies is one of Brisbane’s fastest-growing trade services companies, specialising in electrical, air conditioning, plumbing, solar, and battery installations. With over 20 team members and hundreds of 5-star reviews, we pride ourselves on delivering professional service, guaranteed on-time appointments, and lifetime-guaranteed workmanship.

As we continue to expand across Queensland, we are seeking an experienced Customer Service Representative (CSR) with call centre leadership experience to join our dynamic team. This role is ideal for someone who thrives in a fast-paced environment, loves managing people and systems, and is passionate about providing outstanding customer service and having a measurable impact in there role.

The Role

As a CSR Supervisor with call centre management experience, you will be the frontline connection between our customers and technicians. You will manage incoming and outgoing calls, oversee scheduling and dispatch, and play a key role in ensuring our customers receive timely, professional, and high-quality service.

You will also contribute to improving call centre systems, training other CSR team members, and supporting our managers with reporting and performance tracking.

Key Responsibilities

Customer Communication & Support

Handle inbound and outbound calls with professionalism, empathy, and efficiency.

Respond to customer enquiries, resolve issues, and escalate where required.

Manage online enquiries, bookings, and follow-ups.

Scheduling & Coordination

Schedule and dispatch technicians for jobs across multiple service areas.

Prioritise urgent/emergency jobs and manage daily workflow.

Ensure maximum efficiency in technician scheduling to meet revenue targets.

Call Centre & Team Support

Assist in training and mentoring junior CSR team members.

Identify process improvements for call handling and scheduling systems.

Support management in achieving KPIs (customer satisfaction, booking conversion rates, technician utilisation).

Reporting & Admin

Track job bookings, customer feedback, and CSR performance metrics.

Assist with invoicing, quotes, and database updates.

Provide weekly reporting on call volume, conversions, and scheduling efficiency.

Minimum Requirements

To ensure we attract the right candidates, applicants must have:

2+ years’ experience in a call centre environment (preferred trade services, utilities, or related industries).

Proven experience in call centre team leadership, training, or performance management.

Strong communication and conflict-resolution skills.

Ability to work in a fast-paced, high-volume environment.

Strong organisational and time management skills.

Competence with scheduling/job management software (ServiceTitan, Simpro, AroFlo, or similar desirable).

Intermediate computer literacy (Microsoft Office, CRM systems).

Our Hopeful Outcome

We are looking for someone who will:

Take ownership of the CSR desk and lead by example.

Increase customer satisfaction and booking conversions.

Drive efficiency in scheduling and technician utilisation.

Contribute to creating a scalable call centre model that supports our nationwide expansion plans.