Customer Care Representative

2 weeks ago

Box Hill, Australia The Y Victoria Full time

**Work options**: Hybrid

Flexible working arrangements working both from home and currently one day in our Box Hill state office (Wednesday).
- Join a Fun Professional Team

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation and Youth Services.

**About the Role**

A key focus is managing direct debit processes—monitoring dishonours, recovering missed payments, and maintaining financial accuracy to support families and maximise income.

**Key Responsibilities**

**Customer Service**
- Support families with CCS, bookings, cancellations, and statements
- Build strong relationships with centres and internal teams
- Log, manage, and escalate customer interactions
- Conduct retention conversations with families wishing to cancel

**Debits & Debt Management**
- Run and reconcile fortnightly direct debits
- Follow up dishonours and update payment details
- Proactively reduce rejections through data checks and contact
- Ensure billing accuracy and support debt reporting

**Admin & Enrolments**
- Guide families through enrolments and booking steps
- Maintain accurate customer and lead records
- Track leads, follow-ups, and family feedback
- Complete recurring admin tasks to meet KPIs and deadlines

**Flexible working arrangements** working both from home and currently one day in our Box Hill state office (Wednesday). The hourly rate of this position is **$32.34** + Y staff benefits including free access to gyms and pools across the state.

**Benefits**

At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

- Flexible working arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Free access to the Virtual Y - online health and wellness

**How to Apply**

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.

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