Home Services Coordinator

About JB Hi-Fi Group

The JB Hi-Fi Group encompasses three prominent Australian retail brands: JB Hi-Fi, The Good Guys, and E&S. Our team is dedicated, knowledgeable, and approachable, driven by a passion for delivering exceptional service and value. We specialize in technology, consumer electronics, home entertainment, and appliances, offering competitive pricing across our extensive store network, online presence, and commercial divisions.

We're a dynamic and inclusive workplace that values creativity, diversity, and fresh ideas. Employees benefit from competitive pay structures, including sales commissions and engaging incentive programs. Our extensive training and career advancement opportunities are available across all our brands in Australia and New Zealand. Team members enjoy significant discounts, wellbeing programs, and comprehensive support including paid parental leave and flexible working arrangements. We are committed to sustainability and community support through initiatives like our Helping Hands giving program.

Role Overview

As Home Services Coordinator, your primary responsibility will be managing customer, store, and subcontractor inquiries through various communication channels such as inbound/outbound calls and email. You will ensure the smooth operation of our Installation program by facilitating timely service and product installations, minimizing escalations, and delivering outstanding customer experiences that foster loyalty.

Key Responsibilities

• Respond promptly and take ownership of all Home Service inquiries, surveys, and escalations from customers, stores, and subcontractors.
• Resolve calls, survey feedback, escalations, and support tickets within set timeframes, always aiming for exceptional customer satisfaction and a positive, proactive communication style.
• Manage and monitor work order scheduling, optimizing coverage and addressing scheduling conflicts, unplanned absences, and potential service risks.
• Operate within various systems, following established procedures and processes accurately.
• Collaborate with internal JB Hi-Fi stakeholders to support operational needs effectively.
• Engage in continuous coaching and development activities aligned with organizational goals.
• Handle complex customer support issues including complaint resolution and de-escalation, coordinating with multiple parties to ensure favorable outcomes.
• Perform additional duties as assigned, including working on a rotating roster covering weekends and public holidays.

Required Qualifications and Skills

• Proven customer service experience, ideally within retail or corporate settings.
• Proficiency with Microsoft products.
• Knowledge and experience with PCIDSS, privacy regulations, Australian Consumer Law (ACL), and similar legal frameworks.
• Familiarity with Salesforce or similar workforce management tools is preferred.
• Basic understanding of appliance and technology products is advantageous.
• Availability to work on rotating rosters including weekends and public holidays.

Additional Details

This position requires working on a flexible schedule that includes weekends and public holidays as part of a rotating roster. We welcome and encourage applications from all candidates, emphasizing a commitment to diversity and inclusion. All applications are treated with the utmost confidentiality.