Customer Support / Admin

Customer Support and Admin
Location:Otahuhu (Auckland) | Office/Warehouse based
Reports to: Business Owners
Hours: 37.5 hours per week - 8am to 4pm weekdays and get take you birthday off (paid and mondayised)

About Elite Insulation

We’re a Kiwi-owned and operated residential insulation specialist, based in Otahuhu, delivering full supply-and-install services and product sales across greater Auckland and the Waikato.
We’re proud of the way we look after customers—backing our installation work with a 5-year workmanship warranty and standing behind our “Guaranteed In Stock” promise for warehouse pickup items.

The role

As our Customer Support person, you’ll be the friendly voice  that keeps our customer journey running smoothly—from first enquiry through to booked assessments, confirmed installs, and accurate invoicing. Via phone and email you’ll manage multiple moving parts, keep customers informed, and support the wider team with key administration tasks.

This is an office-based role with significant phone and computer work, working alongside a practical, fast-paced team.

What you’ll be doing

Customer service & scheduling

• Respond to customer enquiries via phone, email, and in person with knowledgeable, friendly service

• Schedule, and confirm assessment and installation appointments to maximise efficiency and keep workflows on track

• Send daily appointment reminders to customers and minimise rescheduling through clear communication and accurate diary management

• Provide backup support for incoming calls when other team members are busy

• Help customers with product queries and product sales, including guiding them to the right solution

Admin & support

• Complete supply and install invoicing daily

• Support the Directors and wider team with administration tasks as required

• Step in to cover key duties when teammates are away

• Contribute to a positive, continuous-improvement team culture

Health & Safety

• Support and comply with Health & Safety processes, reporting, and systems to ensure team members and customers stay safe and well

What we’re looking for

• Proven customer service and admin skills (phone + email confidence is essential)

• Familiarity of CRM type software would be beneficial but full training will be provided

• Ability to juggle multiple tasks at once including phone enquiries, scheduling, and administration without losing attention to detail.

• Strong numerical accuracy and attention to detail when preparing invoices and handling customer pricing.

• Clear written and spoken English and confidence communicating with a wide range of customers over the phone.

• Comfortable using computer systems and learning new processes quickly

• Residential insulation/building product knowledge is an advantage (but not essential—we can help you learn)

• Comfortable working in a practical office/warehouse environment alongside a small, hardworking team.

Why join us?

• Work with an established, customer-focused team making a real difference to how people live in their homes

• A role with variety—customer contact, scheduling, admin, and problem-solving every day

• A business that stands behind its work and takes pride in doing things properly

• Convenient Otahuhu location just a 5min walk from the Otahuhu train station