Customer Service Representative

About Trilogy Care:

Trilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s Home Care Package (HCP) program. Our innovative self-management model delivers greater choice, transparency, and value to our consumers, ensuring they spend less on management fees and more on long-term care and services.

We are a vibrant, enthusiastic, and dynamic organisation, dedicated to supporting older Australians to remain in their own homes. We believe that our business isn't just about numbers; it's about making a meaningful impact on the lives of our consumers and their families.

At Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace for our dedicated employees. We believe that our team is the cornerstone of our success and as such, we are committed to providing a supportive and rewarding environment.

About the Role:

We are seeking a highly motivated and customer-focused applicants to join our team as a DVA (Department of Veteran Affairs) Customer Service Representative. As a DVA Sales Officer, you will play a critical role in connecting with Veterans to understand their unique aged care needs and introduce them to our tailored Home Care Package options. This specialized sales position is pivotal in expanding our reach and impact within the veteran community, ensuring they receive the care and support they deserve. You will be responsible for providing exceptional service and resolving any queries or issues they may have. This role requires excellent communication skills, problem-solving abilities, and a positive attitude.

Job Description:

• Engage with Veterans over the phone to identify their aged care requirements and provide insightful consultations on our Home Care Packages.
• Exhibit a high call turnover capability while maintaining quality and empathy in conversations.
• Identify opportunities to upsell or cross-sell products based on customer needs.
• Utilise strong communication and interpersonal skills to build trust and rapport with potential clients.
• Demonstrate proficiency in understanding and selling complex care solutions tailored to individual needs.
• Monitor and analyse sales performance metrics to drive improvements and achieve targets.
• Follow up on customer interactions to ensure their satisfaction and resolve any outstanding issues.
• Exhibit initiative in identifying opportunities for sales process enhancements and cross-functional collaborations.
• Maintain up-to-date knowledge of the aged care industry and Home Care Package regulations to provide accurate information to clients.
• Provide an escalation point for complaints unresolved at pod leader level.
• Work with interdepartmental managers to plan, create, and implement process and structures for continuous improvement.
• Support the continuous improvement process

Skills and Attributes:

• Proven sales expertise with a minimum of 2 years' experience, preferably in a relevant sector.
• Strong leadership skills
• Strong ability to manage high call volumes effectively while maintaining quality engagement.
• Excellent communication skills, with the capacity to adapt messages to various audiences.
• Proficiency in CRM systems and sales analytics tools to track performance and identify trends.
• Strategic thinking with the ability to interpret sales data and make informed decisions.

Salary and Benefits:

• $70,000 - $100,000 OTE per annum + super
• We reward your impact, and support your wellbeing, through a competitive compensation package and flexibility programs that will help you thrive in work and life.
• Join a purpose-driven organisation making a positive impact
• Enjoy a vibrant team culture and active social calendar
• Supportive management and opportunities for career progression
• Brand new Bowen Hills office, close to multiple transport options, cafes, restaurants and supermarkets.

Mandatory Requirements:

• Current federal police clearance (not more than 12 months old) and international police check if you have lived overseas in the last 10 years
• Evidence of Australian work rights (passport, birth certificate, etc)

Unlock your Potential with Trilogy Care:

We believe that challenges are better solved together! You'll be a part of an amazing team, encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous improvement will help unlock your potential and take your career to the next level

Avoid the confidence gap! You do not have to match all the listed requirements to apply. We'd love to hear from you!