Home Services Customer Solutions Coordinator

3 days ago

Southbank, Australia The Good Guys Full time

Reporting to the Customer Solutions Manager, you will deliver an exceptional customer experience by ensuring a qualified workforce is available to meet customer demand for all types of installation services.

**Key responsibilities**:

- Collaborate in the development of new installation services to be introduced at The Good Guys
- Ensure the Home Installation Portal is effectively utilised by store teams, and action any unplanned outages to minimise disruption
- Ensure sales teams comply with prescribed processes to reduce errors, omissions, and ensure a positive customer experience
- Closely monitor key performance indicators including cancellations, customer reviews, and contractor compliance, and take remedial action as appropriate
- Work in collaboration with relevant teams to provide input and expertise into the development of Services processes training and communications for the outsourced contact centre and stores
- Ensure effective resolution of escalated customer installation complaints within specified timeframes - Answer store queries within specified timeframes, and inform and escalate to the appropriate stakeholders
- Onboard new installers to the Home Services Portal, ensuring compliance and legislative requirements are met, with particular emphasis on contractor certification and licenses, and ensure ongoing monitoring occurs in line with defined procedures
- Work with suppliers to report any systems issues and ensure corrective action is taken
- Work in collaboration with the broader Customer Experience team on projects which shape the customer/installer experience, and look for ways to leverage traffic from The Good Guys’ website to grow installation services

**Qualifications**:

- Customer service or similar related area
- Trade services experience is beneficial

**Additional Information**:

- JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) - please don’t hesitate to apply_

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