Service Coordinator

Service Coordinator (Maternity Coverage)

- Full-time

SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (The Home Depot, Amazon, Walmart, Softbank, JB Hi-Fi, The Good Guys, Telenor and many more), consistently win industry awards, have received tens of thousands of 5-star reviews… and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco, London, Tokyo and Melbourne. We are rapidly expanding in Europe and Asia Pacific.

The Network Support Coordinator will support the Network Service Manager in managing the SquareTrade repair network. This role is crucial for achieving cost-to-serve (CTS) targets and ensuring repairers meet their service level agreements (SLAs). The Network Support Coordinator will assist in tracking repairer performance, managing salvage opportunities, ensuring data integrity within the SquareTrade repair management system (Solvup), completing audits on invoicing costs, and working with repairers to ensure they are following agreed processes.

Flexibility:

The ideal candidate would be based in Melbourne, Australia available ASAP and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum). Aside from these requirements, we generally work flexibly and are open to flexible arrangements.

Job Duties and Responsibilities:

1. Network Management Support: Assist in the coordination and onboarding of new repairers. Serve as a support contact for repairers' inquiries. Maintain accurate and up-to-date records of repairer contracts and documentation.
2. Research on Network Gaps: Assist in analysing data to identify opportunities and gaps in the repair network. Support strategic planning to optimise network coverage and efficiency.
3. Quality Assurance: Assist in conducting regular quality checks, reviews and preparing performance reports. Help implement feedback and improvement plans for repair agents.
4. Customer Enquiries: Support the customer service and case management teams by handling repair-related enquiries and escalations. Ensure timely and effective resolution of customer issues.
5. Data and Reporting: Help ensure accurate case data collection from repair agents. Maintain and update the Solvup system, identifying gaps and ensuring data integrity. Assist with preparing regular reports on network performance and key metrics.
6. Contracts/Legal: Assist in providing correct and complete data to the contracts team for accurate contract management. Ensure all legal and compliance requirements are met and documented.
7. Administrative Duties: Assist in organising quarterly meetings with key OEMs and high-volume repairers. Support the compliance team with annual audits of repair centers. Maintain up-to-date records of repairers' public liability insurance and relevant qualifications. Assist in reviewing and approving invoices from repair agents.

Experience:

Minimum 2 years of experience in a customer support or administrative role. Experience in a fast-paced environment with an ability to manage multiple tasks simultaneously.

Skills:

Strong organisational and time-management skills. Excellent verbal and written communication skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Knowledge:

Basic understanding of customer service principles and practices. Willingness to learn about repair management systems and industry-specific processes.

Our Core Values:

- Customer Obsessed: treat every customer as if you were that customer
- Innovate: never stop asking how we can do things better
- Be an Entrepreneur: use resources wisely. Creativity, smart execution, & long-term thinking are free.
- Make an Impact: be passionate about what you do. Make a difference. Get stuff done.
- People Come First: Hire the best. Then respectfully challenge them to do their best.
- Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.

Benefits of Joining SquareTrade:

- Paid volunteer day and community involvement.
- Monthly allowances for phone/internet, wellness, and professional development.
- Access to comprehensive mental health resources.
- Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
- Regular company socials to celebrate our collective achievements.

Ready to Make an Impact with SquareTrade? We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status. Join us in making a difference.

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.

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