Home Services Coordinator in Melbourne

JB Hi-Fi Group is one of Australasia’s largest and most trusted retailer groups, specialising in consumer electronics, home entertainment, small appliances, and white goods. JB Hi-Fi’s Purpose is to ‘Help People with Better ways to Live, Learn, Work and Play’. We want to own the tech and entertainment space, grow our customer base and support our people to be the best and deliver the highest quality service.

We have a supportive and inclusive team that embraces individuality and diversity. You will have exposure to ongoing training & development opportunities from day one. We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys Group.

Did you know the JB team supports vulnerable communities by making donations to our Helping Hands workplace giving program? Every dollar our team donates, JB matches, and together we have donated more than $35m to our charity partners to make a meaningful difference to the social and environmental issues that our people are passionate about.

We offer generous team member discounts across a range of products as well as a leading commission structure for sales positions. We offer flexibility, 12 weeks’ paid parental leave, novated leasing, Employee Assistance Program and more.

Job Description

Reporting to the Home Services Operations Manager, the Home Services Coordinator will manage enquiries via multiple channels (inbound/outbound phone, email etc) from stores, customers and subcontractors to support the operational requirements of the Installation program. This role provides our customers with an outstanding experience from end to end, showing that we care and in turn create loyal raving fans!

Please note, you will be required to work a Tuesday to Saturday permanent roster including occasional Sunday shifts during peak sales periods and occasional public holidays.

Key Responsibilities

• Handle all Home Service enquiries, surveys and escalations from stores, customers and subcontractors, and take ownership of Customer outcomes.
• Ensure 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.
• Manage and monitor coverage, scheduling and optimisation of work orders including scheduling conflicts, unplanned absences, and jeopardy management.
• Work with multiple systems, and within processes and procedures.
• Assist with key JB Stakeholders around the business as required.
• Adhere to coaching & development and be active in working towards organisational goals.
• Assist customers with complex support, including de-escalation & complaints handling, and communicating with multiple stakeholders in order to achieve a positive customer or business outcome.
• Other duties as directed.

Qualifications

• Customer Service experience, ideally in a retail/corporate environment.
• Microsoft Products knowledge, good verbal and written skills.
• Experience using Salesforce or other workforce management system preferred.
• Knowledge and understanding of appliance and technology products preferred.

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.