Customer Service Officer
- Work with a growing NFP organisation setting new standards
- Opportunity to contribute to drive customer satisfaction
- Generous Salary Packaging benefits.
About us....
Community Vision has been operating for over 24 years, offering services to older Australians, people with disabilities, and young families.
Our vision is to “create a strong, inclusive and more connected community.”
We boldly put people first in providing care and support where individuals, families and community journeys matter. We empower independence and inclusion and strive to excel in providing service to our customers which fosters a quality driven and customer centered culture.
We’re looking for compassionate, empathetic, and enthusiastic Customer Service Officers to join our team and help people live their lives, their way.
What you'll Do…
This isn’t a standard call center role. The Customer Service Officer provides support to staff, customers, potential customers and their families by promoting Community Visions philosophy of customer centered approach of “Your Life, Your Way”
This role is a critical “face” of our organisation delivering thoughtful and exceptional "customer first" service and care outcomes. We aim to become part of our customers’ lives not our customer becoming part of our business
You will be the first point of contact for our customers, loved ones, carers and families, and you will be responsible for building relationships with our customers, supporting them managing their daily care and life requirements. You will also work closely and collaboratively with our direct support teams to ensure the needs and wants of our customers are met and ensuring our customers have choice and dignity in the services we provide.
You will be responsible for problem solving in real time and following through any issues to resolution, always ensuring our customers have a choice, dignity and control in their choices and services they receive. That includes full transparency and sometimes difficult conversations to ensure we provide our customers are fully informed.
Using our Customer Relationship Management (CRM) system and some impressive technological processes, you will be charged with onboarding of new services for our customers daily, ensuring the needs of our customers are fully met, whilst maintaining highly accurate records to meet quality standards and compliance within regulatory frameworks. You will also be responsible to ensure the scheduling is working to it most efficient and optimised state.
You will thrive in this role if you...
- You have a high degree of computer literacy and the ability to use multiple applications such as Microsoft Office, and other internal software applications. Previous knowledge of Salesforce would be an advantage but not mandatory.
- With an eye for detail, you are exceptionally responsive, passionate to the customers, understanding great customer service is not necessarily giving the customer everything they want when they want – we also have to manage expectations within funding guidelines and government legislation.
- You will need to be customer focused with highly developed communication and critical thinking skills
- You have experience in a call center or be able to deal with a fast paced customer-facing phone-based role
- You have excellent attention to detail and the ability to stay calm under pressure, even when dealing with people who can be confused of suffering carer stress.
- You are passionate about supporting people who are often disadvantaged and want to enable them to stay independent and connected to their wider community.
- You value diversity, inclusion, and building genuine relationships with our customers.
- You are able to manage multiple priorities in a fast-paced, purpose-driven environment
Bonus (but not essential):
- Experience in aged care, disability or community services whilst not essential, would be highly regarded.
You’ll also need:
- National Police Clearance (from the past 3 months)
- NDIS Worker Screening Check (or willingness to obtain)
- Evidence of current influenza vaccination
What we offer:
- A supportive and inclusive team culture
- Opportunities for career development and growth
- Salary packaging of up to $15,000 per year, increasing your take-home pay
- Access to Employee Assistance Program (EAP)
- Free onsite parking
- Majority of work is Monday to Friday work (no public holidays)
- Walking distance from Joondalup Train Station
Click Apply Now to submit your application.
For more information, please email hr@communityvision.asn.au
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