Customer Retention Specialist

Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Based in our stylish Mount Waverley Head Office, work within the busy National Customer Experience team in this highly rewarding and challenging role. As a Customer Retention Specialist, you will support and retain Metricon customer’s that may wish to cancel their contract through their sales or operations stages of the build journey. Work closely with key stakeholders in sales and operations teams, you will help to deliver a retention strategy that will improve and enhance the customer experience and help achieve strategic objectives

Reporting to the State Customer Experience Manager, your responsibilities will include:

• Ensure the retention workflow is executed in an effective and successful manner, in line with company policy
• Meet and exceed set KPI targets
• Support customers via inbound and outbound phone, email, and online channels efficiently and effectively
• Provide and set the right expectation with the customer with regards to all relevant and accurate information, including processes and timeframes
• Understand and make attempts to accommodate the needs of the customer in collaboration with key internal stakeholders
• Influence and drive a customer centric culture
• Use superior listening and questioning skills, supporting effective communication whilst building rapport with customers
• Efficiently capture and interpret customer information and ensure all documentation is accurate and completed in a timely manner
• Manage challenging customer conversations, handling objections where necessary, by responding promptly to their needs and providing a superior level of service and assistance
• Ensure all communication (both written and verbal) is in accordance with Metricon standard guidelines for responses
• Maintain ongoing communication with the customer, as appropriate and agreed throughout the retention cycle
• Deliver business outcomes for Customer Retention requests
• Utilise the CRM and other business systems to capture details
• Report on status of customers through administration and documentation
• Provide feedback in regard to customer dissatisfaction and identify opportunities for improvement
• Attend and report at weekly one-on-one meetings
• Attend sales meetings at Head Office; and
• Attend personal development and training opportunities as requested by your manager

• Free parking onsite and just off the Monash Freeway on Blackburn Road, Mount Waverley
• Be supported by a Management Team that has a Culture Where You Matter
• On-going learning and development opportunities to help build your skills and reach your potential - whether through nationally accredited courses, our highly engaging e-learning portal or other comprehensive training programs
• Metricon Homes – Australia’s largest Home Builder for the 8th Consecutive Year
• We promote mentoring and provide genuine opportunities for role progression, along with a competitive salary, and salary package opportunities
• Attractive housing discounts on our award-winning homes
• You Matter! Physical fitness, free flu vaccinations, nutrition and mental well being are just some of the programs we sponsor at Metricon to address your well being
• 24/7 access to our LifeWorks confidential support program which includes coaching for success and navigating personal and work challenges; and
• Exclusive access to building discounts, supplier / trade discounts, and retail discounts with big name brands through our rewards platform.

• Industry knowledge (preferable)
• Year 12 and SACE (preferable)
• Effective use of Microsoft Office suite of products
• Prior experience in land or new home sales advantageous
• Understanding of legal documentation: land contract and building regulations knowledge desirable - Product / Workflow / Variation / Knowledge
• Build relationships / gain trust and demonstrate honesty and integrity
• Effective time management skills and proficient organisational skills
• Commitment to Metricon vision, mission and values
• Exceptional customer service and problem-solving skills with the ability to build relationships, gain trust & build rapport
• High level of phone-based skills, objection handling and complaints handling
• Excellent verbal and oral communication skills- correct typing, ability to create grammatically correct responses without any spelling errors.
• Ability to work both collaboratively with peers and independently, to deliver high quality outcomes for our customers and business
• High level attention to detail; and
• A GREAT ATTITUDE!!!

This role requires a national police check to be undertaken on the successful applicant.