Customer Experience And Retention 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. 

Client retention:

• Call and connect with all Provider+ members expiring to resign for another term
• Ensure a 60% or higher retention rate each month 
• Assist with the development and implementation of member retention strategies to increase loyalty and retain business
• Meet set targets and KPIs
• Track monitor and report team performance to the Executive Team.

Provider+ Community:

• Promote community engagement
• Build excitement and advocate the benefits of Provider+ Community
• Responsible for review of all communications to Community
• Connecting and directing members to community
• Ensure community communications are effective and an appropriate representation of the community purpose and standards 
• Advocate and enforce community guidelines 
• Guiding P+ staff on community operations, expectations and responsibilities. 

 Technology platform:

• Oversee subscriptions and access to the platform
• Monitor and manage subscription payments, work with appropriate stakeholders to resolve any issues
• Liase with accounts and ensure reconciliation between subscriptions and payments
• Provide reporting on member subscriptions, payment and engagement on monthly basis or as requires 
• Troubleshooting member issues with payments, logins, orientation
• Communicate with members as required in live environment
• Hosting and moderating online Workshops and Q&A sessions
• Reporting to Executive on community trends, requests, opportunities and risks - identifying content that needs to be refreshed and updated.

 Customer Service Excellence:

• Maintaining high customer service at all times to ensure a high level of retention
• A polite and professional approach with clients at all times and be able to quickly establish a positive rapport 
• Ensure customer follow-up all the time
• Ensure all communication is professional and within company brand guidelines and values at all times 
• Document each call as per company and departmental policies and procedures
• Apply a positive customer service attitude in interactions with all customers
• Be patient and understanding in all customer interactions
• Responsible for all Community Tickets through HubSpot
• Answer and assist Community members via phone and email.

 Qualifications and experience:

• 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.
• Comfortable making a high volume of outbound calls as well as receiving inbound calls, you will spend much of your day on the phone. If this is not you...please do NOT apply!
• 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. 
• Ability to collaborate effectively across departments.
• Great communication skills, with a passion for delivering an exceptional Customer Experience. 
• 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.
• Resilience and confidence. Be able to provide great customer service to our members and problem solve and effectively deal with any complaints if they arise. 
• Excellent attention to detail and strong written communication skills, including  copywriting and editing skills. 
• Experience working within the NDIS, Aged Care, Disability or Human services, Health or Community services sectors is desirable. 
• Understanding of compliance frameworks and working within government regulations is desirable.
• 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 Retention, 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, client engagement and Retention 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).

While this position is primarily remote, you will be required to attend our office as agreed in North Sydney based on demands of specific tasks that require a high degree of collaboration. 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.