Customer Service Specialist - Work From Home

We’re Hiring! 

Do you want to be part of a vibrant team helping thousands of individuals and businesses across Australia navigate the NDIS marketplace?

Provider+ is a leading consultancy in the NDIS space, we are growing and if you join us now you’ve got the opportunity to be part of a dynamic company with proven products, incredible service and people who are known for the great care that they take with their clients and each other.  

Specifically, we are looking for a highly organised, results-driven Community Coordinator with a proven track record of optimising driving exceptional customer service, client engagement and member retention, and meeting set KPI’s in relation to this. Key deliverables in this role are ensuring a high level of client engagement and high retention rates for our Provider+ Community members each month.

Reporting to the Operations Manager, you will play a pivotal role maintaining the high standards of customer service that we pride ourselves on both internally and externally with our clients. 

Customer Service Excellence:

• Maintaining high customer service at all times to ensure a high level quality experience is delivered to the clients
• Provide high level administrative support to clients and internal staff
• Clear concise notes recorded in the CRM regarding client interactions
• Responding and triaging existing client enquiries in accordance with company process and procedures
• A polite and professional approach with clients at all times
• Ensure customer follow-up all the time
• Ensure all communication is professional and within company brand guidelines and values at all times
• Apply a positive customer service attitude in interactions with all customers
• Be patient and understanding in all customer interactions
• Responsible for all Tickets through HubSpot
• Answer and assist Community members via email and respond to calls and follow up as required
• Support, guide and assist Provider+ Community members to ensure a high  level customer experience at all times
• Act as the main Customer Service contact point within the Provider+ Community during business hours weekly
• Maintain high levels of customer service to ensure a quality experience for clients via live chat, email and phone calls.
• Assisting customers by triaging their enquiries to ensure they receive the right support
• Ensure they are in the right place within the community
• Provide access to community resources such as workshops, chats, and downloads
• Connect with other departments within Provider+ as necessary
• Follow up with customers promptly and consistently via email and phone, providing follow-up support as needed
• Ensure all communication is professional and aligned with company brand guidelines and values
• Handle all tickets through HubSpot effectively

Community:

• Promote community engagement
• Build excitement and advocate the benefits of Provider+ Community
• Guiding P+ staff on community operations, expectations and responsibilities.
• Review all communications to the Community for accuracy and effectiveness
• Connect and direct members within the community to each other as needed
• Advocate for and enforce community guidelines
• Assist community members in accessing the Community platform
• Respond to community chats, emails, and phone inquiries from members

Systems:

• Oversee subscriptions and access to the platform
• Monitor and manage subscription payments, collaborating with relevant stakeholders to resolve issues
• Troubleshoot member issues with payments, logins, and orientation
• Communicate with members in real-time environments as required
• Set up, host and moderate online workshops and Q&A sessions as require

Qualifications and experience:

• High level written and spoken english skills
• Demonstrated experience performing a variety of administrative tasks which require a high level of attention to detail
• At least 5 years experience in fast-paced roles with a drive and commitment to achieve and exceed targets.
• You might also have experience in a contact/call centre environment in an inbound or outbound environment.
• You are highly tech savvy and experienced in utilising a number of platforms/systems to effectively perform your role.
• Able to speak with confidence and create rapport quickly via the phone.
• Experience optimising client engagement and retention, and meeting set KPI’s in relation to this.
• Excellent self-motivation: strong time management and capable of working both independently and as part of your core team. While you do have an incredibly supportive team working with you, it is a busy role and the successful candidate will be expected to plan and manage their own workload accordingly.
• Experience with in CRM workflow management preferably (Hubspot)
• Familiarity with Aircall, Google or similar systems is a plus.

If you're a proactive problem-solver with a track record of optimising client engagement and meeting set KPI’s in relation to this and if you’re ready to drive exceptional customer service and contribute to a culture of excellence, we invite you to apply for the Community Coordinator position. Join us in shaping outstanding customer experience and client engagement for our Provider+ Community. Apply today to be a vital part of our dynamic team!

This can be a part time or full time position with a salary range of $70,000 to $75,000 plus super (pro rata for part time).

You will need to have a quiet and professional workspace and a reliable internet connection to work from home.

If this sounds like a perfect fit for you, and if you are a serious go-getter, please apply and we will be in touch with you soon. Don't delay reaching out because we're looking to fill this position immediately and wouldn't want you to miss out!

If this post describes someone you know, please ask them to apply.

Thanks for reading,

Provider+

NB: Please note we do not accept direct email or phone based applications, please apply here through SEEK with your resume and cover letter. Applications Close when the right person applies - SO DON'T DELAY!

Find out more about Provider+ on our website and our 700+ Google Reviews.