Home Services Coordinator (VIC)

As the Home Services Coordinator, you will be responsible for managing enquiries via multiple channels (eg; inbound/outbound phone, email etc) from stores, customers and subcontractors to support the operational requirements of the Installation program. You will play a key role in helping to ensure products and services are supported and installed in a timely manner with escalations minimised and managed effectively; and provide our customers with an outstanding experience from end to end, showing that we care and in turn create loyal raving fans!

Key Responsibilities include, but are not limited to:

• Handling all Home Service enquiries, surveys and escalations from stores, customers and subcontractors, and take ownership of Customer outcomes.
• Ensuring any calls, surveys, escalations and support tickets are resolved appropriately and within agreed timeframes to achieve great ‘raving fan‘ customer outcomes with an objective, proactive, helpful attitude across all communication channels.
• Managing and monitoring coverage, scheduling and optimisation of work orders including scheduling conflicts, unplanned absences and jeopardy management.
• Working with multiple systems, and within processes and procedures.
• Assisting with key JB Stakeholders around the business as required.
• Adhering to coaching & development and be active in working towards organisational goals.
• Assisting customers with complex support, including de-escalation & complaints handling, and communicating with multiple stakeholders in order to achieve a positive customer or business outcome
• Adhering to coaching & development and be active in working towards organisational goals.
• Other duties as directed.

Please note this role will work across a rotating roster including public holidays and weekend. 

To be successful in this role, you will need:

• Customer Service experience, ideally in a retail/corporate environment
• Microsoft Product Knowledge Extensive experience & history with PCIDSS, Privacy, ACL and other relevant legal framework requirements
• Experience using Salesforce or other workforce management system preferred.
• Knowledge and understanding of appliance and technology products preferred
• Rotating roster including some weekends and public holidays.

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!