Customer Service Scheduler

Are you a confident communicator who enjoys supporting customers and keeping things running smoothly behind the scenes? We’re looking for a Customer Service Scheduler to join our team and play a key role in delivering reliable, professional service to our clients.

This role is ideal for someone who thrives in a fast‑paced customer service environment, enjoys coordinating multiple stakeholders, and takes pride in clear, timely communication.

About Hirotec

Hirotec is a progressive and innovative leader in the provision of technical facilities services to the commercial and industrial sectors. Operating for 50 years across Australia, Hirotec has core operations in the delivery of Fire & Essential Services, HVAC and Electrical services.

About the Role

As our Customer Service Scheduler, you’ll be the central point of contact between customers, technicians, subcontractors, and internal teams. Your focus will be on supporting customers, managing service bookings, and ensuring jobs are scheduled, communicated, and followed through efficiently.

You’ll handle a mix of reactive and planned work and will be critical in maintaining strong customer relationships and meeting service level commitments.

Key Responsibilities

Customer Support & Communication

• Respond to all customer phone calls and emails in a professional and timely manner

• Act as the first point of contact for scheduling enquiries and service updates

• Manage client and job portals, ensuring information is accurate and up to date

• Liaise closely with Account Managers to support customer requirements

• Escalate issues when required and manage urgent requests with confidence

• Maintain an excellent phone manner and customer‑focused approach at all times

Scheduling & Coordination

• Schedule reactive and planned jobs for internal technicians

• Coordinate site bookings and technician availability

• Follow up technicians to confirm attendance and job completion

• Monitor SLAs and manage extension requests where required

Risk, Work Order & Performance Support

• Monitor at‑risk jobs and take action to prevent service failures

• Manage work order follow‑ups and missing documentation

• Request required job information prior to invoicing

Subcontractor Support

• Schedule subcontractor jobs and reactive events

• Manage purchase orders and subcontractor call closures

• Support ongoing subcontractor performance management

What You’ll Bring

Essential

• Previous experience in customer service, scheduling, or administration

• Excellent communication skills and a professional phone manner

• Strong organisational skills and attention to detail

• Ability to manage competing priorities and deadlines

• Confidence working with scheduling systems and Microsoft Office

Desirable

• Experience in HVAC, Fire Services, facilities, or technical services

• Experience using Pronto or similar ERP systems

• Experience working in a team‑based service environment

Why Join Us?

• Supportive team and positive workplace culture

• Customer‑focused role with variety and responsibility

• Opportunity to develop within a growing services business

• Stable full‑time position based in Newington, NSW

• 1 day work from home

Please note: Extended hours may be required during peak periods. 

Hirotec is proud to be an Equal Opportunity Company and an Affirmative Action Employer. We encourage all applicants with a diverse background including Aboriginal & Torres Strait Islanders to apply.

 Unsolicited emails or CVs from Recruitment Agencies are not accepted.