Customer Solutions Coordinator

Customer Solutions Coordinator - Home Services (6-month contract)Join to apply for the Customer Solutions Coordinator - Home Services (6-month contract) role at The Good GuysCustomer Solutions Coordinator - Home Services (6-month contract)2 weeks ago Be among the first 25 applicantsJoin to apply for the Customer Solutions Coordinator - Home Services (6-month contract) role at The Good GuysCompany DescriptionAt The Good Guys, we're here to help families live better for less.
Since 1952, we've been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.Company DescriptionAt The Good Guys, we're here to help families live better for less.
Since 1952, we've been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.Great careers start at The Good Guys – begin your journey with us today.Why join The Good Guys?
Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi, The Good Guys and E&S Trading in Australia).
Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.Job DescriptionReporting 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 ResponsibilitiesCollaborate in the development of new installation services to be introduced at The Good GuysEnsure the Home Installation Portal is effectively utilised by store teams, and action any unplanned outages to minimise disruptionEnsure sales teams comply with prescribed processes to reduce errors, omissions, and ensure a positive customer experienceClosely monitor key performance indicators including cancellations, customer reviews, and contractor compliance, and take remedial action as appropriateWork 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 storesEnsure effective resolution of escalated customer installation complaints within specified timeframesAnswer store queries within specified timeframes, and inform and escalate to the appropriate stakeholdersOnboard 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 proceduresWork with suppliers to report any systems issues and ensure corrective action is takenWork 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 servicesQualificationsCustomer service or similar related areaTrade services experience is beneficialExcellent communication skills (particularly phone-based)Additional InformationIf you are interested in this exciting opportunity with us, please click apply and upload your CV.
All applications are strictly confidential.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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