Customer Support Specialist

An exciting opportunity exists to join our team as a Support Specialist, helping people to live the life they want.

Reporting directly to the Customer Support Team Leader you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

To support our customers and keep operations running smoothly, we require flexibility to work within the hours of Monday to Friday, 7:00am - 7:00pm. Full-time team members work 38 hours per week, with schedules rostered within these operating hours.

Key Responsibilities

• Support HomeMade customers through proactive and reactive communications via multiple channels
• Manage a high volume of inbound and outbound phone calls and emails (known internally as cases)
• Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.
• Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals
• Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners
• Follow up on outstanding Customer inquiries, feedback and complaints.
• Recognise unhappy customers and work towards a resolution or escalate where required
• Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts
• Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement
• Proactively work with customers to help get the most out of systems and Service Partners platforms
• Adhere to team processes and procedures and meet individual and team KPI
• Advocate for customers to ensure their needs are met and inquiry resolved
• Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager
• Undertake other duties and responsibilities as required.

The Key to Your Success

• Bring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries.
• You will be proactive, a critical thinker and a great problem solver
• You are a good listener, problem solver and people person
• You pride yourself and gain great satisfaction in providing amazing customer service
• You care about your customers and will always go the extra mile to get them the best outcomes
• HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting
• You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly
• Experience in a customer service, sales/account management environment is preferred
• You enjoy working in a team towards team goals, deadlines and weekly KPIs
• You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment
• Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities
• You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity
• It’s important to note that while home/ aged care experience is appreciated, it's not essential to succeed in the role.