HVAC Administration & Scheduling Virtual Assistant (HVAC + AroFlo Experience Strongly Preferred)

HVAC Administration & Scheduling Virtual Assistant (HVAC + AroFlo Experience Strongly Preferred)

Full-Time | Remote | Philippines-Based

About Our Company
We are a growing, professional air conditioning and refrigeration company based in Melbourne, Australia, specialising in premium residential HVAC solutions including servicing, repairs, installations, preventative maintenance and energy-efficient upgrades.
We pride ourselves on delivering exceptional customer service, high-quality workmanship, and a smooth customer experience from first enquiry through to job completion.
We are looking for an experienced, highly organised and proactive Virtual Assistant with HVAC/trade administration experience, ideally with AroFlo knowledge, to become a key part of our team.

This is not a generic VA role - we are seeking someone who understands the fast-paced nature of a trade business and can confidently manage scheduling, customer communication, job administration, Director and technician support.

This is a highly collaborative role where you will work closely with the Director and Lead Technician on a daily basis, helping coordinate operations, scheduling, suppliers, customer communication and administration.

As a small but growing business, communication, accountability and initiative are essential. You will play a key role in helping keep jobs organised, technicians supported, and customers informed.

You must be comfortable receiving direction and feedback, while also being proactive and solutions-focused. We value people who can think ahead, solve problems independently, and take ownership - not simply wait to be told what to do.

While this is primarily an operational role supporting the Director and technicians, you will also assist with administrative, systems, customer experience or marketing-related tasks as briefed during key business projects or initiatives.

Schedule
Working Days + Times
Monday to Friday
8am – 4:30p ---------- lbourne, Australia time (AEST/AEDT)
Full-time preferred
Occasional flexibility may be required during busy periods

Responsibilities

- Scheduling & Technician Coordination
Schedule technicians efficiently across multiple daily jobs using AroFlo
Reschedule jobs and manage urgent bookings
Optimise technician runs to minimise travel time
Liaise with technicians regarding job updates, ETA’s and scheduling changes
Coordinate service, maintenance and installation bookings
Monitor daily workflow and job progress – update schedule and Tasks at end of day

- AroFlo Job Management
Create and manage Tasks/jobs in AroFlo
Update jobs, customer details and job/task notes
Monitor job progress and workflow stages end-to-end
Ensure technicians complete required forms, checklists and compliance documentation
Upload photos, documentation and customer records to AroFlo job
Maintain accurate job and customer information at all times

- Customer Service, Lead Management & Administration
Answer inbound customer enquiries (phone, email and SMS)
Follow up quotes, new and existing enquiries and booking requests
Send booking confirmations and reminders
Keep customers informed regarding technician arrival times and scheduling changes
Manage the new lead process and customer journey end-to-end
Deliver a professional, friendly and organised customer experience

- Invoicing & Administrative Support
Assist with quote preparation, sending and invoicing
Track deposits and payment follow-up
Maintain accurate CRM and customer records
Support general administration and reporting tasks
Assist with process improvements and workflow efficiencies

- Daily Team Coordination
Work closely with the Director and Lead Technician to support daily operational requirements
Take direction and implement instructions accurately and efficiently
Maintain clear and regular communication with the team throughout the day
Proactively identify scheduling, communication or operational issues before they become problems
Use initiative to recommend solutions and keep workflows moving

- Customer Communication & Business Support
Assist with customer communications including email, SMS and booking correspondence
Support occasional administrative, systems and marketing-related tasks as briefed, including preparing social media posts, brochures, flyers and customer-facing materials using Canva (or similar platforms)
Draft customer-facing communications where required
Assist with CRM/database updates and workflow management
Ensure all customer-facing communications, creative materials and marketing content are reviewed and approved prior to being sent or published

Requirements
Essential Requirements
Previous HVAC, air conditioning, refrigeration or trade industry experience
Experience using AroFlo or similar job management software is strongly preferred (priority will be given to applicants with AroFlo experience).
Minimum 2+ years administration, scheduling or customer service experience in a trade/service-based business
Excellent spoken and written English (clear, confident and professional communication)
Strong scheduling and organisational skills
High attention to detail
Strong problem-solving ability
Ability to multitask in a fast-paced environment
Comfortable communicating with technicians, customers and business owners
Strong sense of accountability and ownership
Experience using Canva (or similar design platforms) to create basic marketing and creative assets as required (e.g. social media posts, brochures, flyers, customer communications and promotional materials)
Ability to follow brand guidelines, templates and instructions accurately
Comfortable preparing draft creative assets, understanding that all customer-facing communications and marketing materials will require approval prior to publishing or distribution

Technical Requirements
Reliable high-speed internet connection
Backup internet option preferred
Quiet, professional home workspace
Good quality headset and microphone
Reliable computer/laptop suitable for remote work

(Highly Desirable)
Experience in:
HVAC / air conditioning
Refrigeration
Plumbing
Electrical
Trade service businesses

Experience with:
AroFlo job management system
Xero
CRM systems
Scheduling software
Australian trade/customer service environments

Personal Attributes We Value
We are looking for someone who is:
? Highly organised
? Calm under pressure
? Proactive and solutions-focused
? Comfortable taking direction and feedback
? Able to think independently and solve problems
? Comfortable communicating with tradespeople and technicians
? Adaptable to changing priorities in a fast-paced environment
? Professional and customer-focused
? Reliable, accountable and detail-oriented

You should be comfortable working in a trade environment where communication styles may sometimes be direct and priorities can change quickly.

You do not wait to be told every small task - you anticipate needs, communicate clearly, and take ownership of outcomes.
You are confident enough to ask questions when unsure, but independent enough to keep things moving.

Performance Targets
Successful candidates will be measured on:
Job scheduling accuracy
Technician productivity and efficiency
Customer response times
Quote and enquiry follow-up completion
Accuracy of information entered into AroFlo
Customer communication quality
Administrative turnaround times
Reliability and initiative

Recruitment Process (3 Stages)
To ensure the right fit, shortlisted candidates will complete a 3-stage recruitment process:

Stage 1 – Application Screening
Written application + pre-screening questions

Stage 2 – Skills Assessment
A short practical task to assess:

Scheduling ability (AroFlo)
Attention to detail
Customer communication
Problem-solving ability
Trade administration knowledge

Stage 3 – Video Interview
Final Zoom interview with management.

Reference checks may also be conducted.

How to Apply
Please include the following in your application:
1. Short Video Introduction (2–3 Minutes)
Please tell us:
About yourself
Your HVAC or trade industry experience
Your experience using AroFlo (or similar job management system)
Why you are interested in this role
Why you believe you would be a great fit

2. Resume / CV

3. Written Responses to the Following Questions
- Describe your experience working in HVAC, air conditioning, refrigeration or another trade business.
- Describe a time you identified a problem in scheduling, customer communication or administration and solved it without being asked. What did you do and what was the result?
- What experience do you have using AroFlo or similar job management systems? Please explain exactly what functions/tasks you performed. (This question is important - please be specific.)
- Have you worked with Australian customers or tradespeople before? If yes, explain.
- A technician calls to say they are running 90 minutes late while another customer is upset because their appointment has been delayed. How would you handle the situation?
- What internet speed do you currently have? Do you have a backup internet connection?

Why Join Us?
This is an opportunity to become a trusted, long-term part of a growing, family-run Australian trade business where your work will genuinely make a difference.

We are looking for someone who takes pride in quality work, values strong communication, and wants to grow with a supportive team long-term.

If this sounds like you, we would love to hear from you. Please include a word " STAR " on the subject line to ensure you've carefully read the whole process.