Customer Service & Follow-Up Coordinator

Customer Service & Follow-Up Coordinator

Location: Fully Remote – Australia
Salary: $60,000 + super
Employment: Full-time

Be the person who makes sure our customers never feel forgotten

Stag Electrical is looking for a warm, confident and highly organised Customer Service & Follow-Up Coordinator to manage incoming customer calls, follow-ups and day-to-day customer communication.

This isn't a sales role, and you don't need electrical or solar experience.

Experience in a trade, construction or service-based business is preferred, and solar industry experience is a big advantage.

What we care about most is ownership.

When a customer calls with a question, you may not always know the answer yourself — but you'll take responsibility for finding it, following up with the right person internally and making sure the customer hears back.

You'll be the person keeping things moving and making sure customers aren't left wondering what's happening next.

What you'll do

• Answer incoming customer calls in a friendly, confident and professional manner

• Return missed calls and respond promptly to customer enquiries

• Follow up customers, appointments, quotes and outstanding requests

• Find the right person internally when a customer needs information or assistance

• Follow up internally until outstanding questions or issues have been resolved

• Keep customers updated while they're waiting rather than leaving them in the dark

• Maintain clear and accurate notes in our customer management systems

• Help coordinate bookings, appointments and general customer communication

• Identify urgent or sensitive issues and escalate them quickly

• Keep track of multiple open customer requests and make sure nothing falls through the cracks

You'll be a great fit if you

• Are naturally friendly, positive and helpful

• Enjoy speaking with customers and are confident on the phone

• Are exceptionally organised and good at keeping track of unfinished tasks

• Follow things through without needing to be reminded

• Are persistent when chasing information without becoming pushy

• Communicate clearly and professionally, both verbally and in writing

• Are comfortable learning and working across different software systems

• Can prioritise when several customers need attention at once

• Are reliable and productive when working independently from home

• Take personal responsibility for getting things finished

Bonus points if you have:

• Experience working in an electrical, plumbing, HVAC, solar, construction or other trade-based business

• Experience dealing with customers during quoting, scheduling, installation or after-sales stages

• Previous solar industry experience

• Experience using CRM, job management or customer service software

You don't need to know every answer.

You do need to make sure the customer gets one.

What we offer

• A permanent, full-time remote position

• $60,000 per year + super

• Training on our systems, services and processes

• A supportive Australian team

• The opportunity to become an important part of our customer experience

• A role where being organised, dependable and good with people genuinely matters

Working from home

This is a full-time customer-facing role, not a flexible work-at-your-own-pace position.

You'll need:

• A quiet and professional home workspace

• Reliable high-speed internet

• The ability to work consistently during agreed Australian business hours

• A professional, distraction-free environment for customer phone calls

• The self-discipline to remain organised and productive without someone physically supervising you

How to apply

Please send us your résumé along with a short cover letter answering these three questions:

1. Why does a customer service and follow-up role like this appeal to you?

2. What system or method do you use to make sure customers and unfinished tasks don't get forgotten?

3. Tell us about a time you took ownership of an issue that wasn't necessarily yours to solve and made sure it was resolved.

We're much more interested in how you communicate, organise yourself and take ownership than receiving a perfectly written cover letter.