NDIS Customer Service Specialist - Work From Home

Are you a customer service expert? Do you want to support thousands of NDIS Providers to operate successful compliant businesses? Have you worked within a NDIS, Aged Care or Community Services organisation in a customer service or administrative role? If you answered yes to all of the above we want to hear from you! Join our vibrant team today to help thousands of individuals and businesses across Australia navigate the NDIS marketplace!



Provider+ is a leading consultancy in the NDIS space, we are growing and if you join us now you’ve got the opportunity to be part of a dynamic company with proven products, incredible service and people who are known for the great care that they take with their clients and each other.



Specifically, we are looking for a highly organised, results-driven Customer Service specialist with a proven track record of optimising driving exceptional customer service, client engagement, retention, and meeting set KPI’s in relation to this. Key deliverables in this role are ensuring a high level of client engagement and high retention rates for our Provider+ Community members each month.



Reporting to the Customer Experience Manager, you will play a pivotal role maintaining the high standards of customer service that we pride ourselves on both internally and externally with our clients.

Customer Service Excellence:

Maintain high levels of customer service across all interactions to ensure a quality experience for clients via live chat, email, and phone calls.
Apply a positive, polite, and professional approach with clients at all times, ensuring communication aligns with company brand guidelines and values.
Be patient and understanding in all customer interactions, providing a supportive environment.
Provide high-level administrative support to clients and internal staff and ensure clear and concise notes are recorded in the CRM regarding client interactions.
Respond to and triage existing client inquiries in accordance with company processes and procedures, ensuring clients are directed to the appropriate support.
Act as the main Customer Service contact point within the Provider+ Community during business hours
Answer and assist community members via email, respond to calls, and follow up as required, ensuring they are in the right place within the community and have access to necessary resources such as workshops, chats, and downloads.
Support, guide, and assist Provider+ Community members, connecting with other departments within Provider+ as necessary to ensure a high level of customer experience.
Ensure prompt and consistent follow-up with customers via email and phone, providing ongoing support and guidance.
Responsible for all Tickets through HubSpot
Assist clients in navigating the NDIS system by guiding, mentoring, and supporting them throughout their NDIS journey.
Community:

Promote community engagement
Build excitement and advocate the benefits of Provider+ Community
Guiding P+ staff on community operations, expectations and responsibilities.
Review all communications to the Community for accuracy and effectiveness
Connect and direct members within the community to each other as needed
Advocate for and enforce community guidelines
Assist community members in accessing the Community platform
Respond to community chats, emails, and phone inquiries from members
Systems:

Oversee subscriptions and access to the platform
Monitor and manage subscription payments, collaborating with relevant stakeholders to resolve issues
Troubleshoot member issues with payments, logins, and orientation
Communicate with members in real-time environments as required
Set up, host and moderate online workshops and Q&A sessions as require
Qualifications and experience:

You must have a background working for an NDIS business or related organisation. This could mean you have worked inside an NDIS provider managing service delivery to participants, or compliance, or office management, or as a general coordinator. Alternatively you might have a background in support coordination, disability employment, plan management, or as part of an AQA or government department such as the DCJ.
High level written and spoken english skills
Demonstrated experience performing a variety of administrative tasks which require a high level of attention to detail
At least 5 years experience in fast-paced roles with a drive and commitment to achieve and exceed targets.
You might also have experience in a contact/call centre environment in an inbound or outbound environment.
You are highly tech savvy and experienced in utilising a number of platforms/systems to effectively perform your role.
Able to speak with confidence and create rapport quickly via the phone.
Experience optimising client engagement and retention, and meeting set KPI’s in relation to this.
Excellent self-motivation: strong time management and capable of working both independently and as part of your core team. While you do have an incredibly supportive team working with you, it is a busy role and the successful candidate will be expected to plan and manage their own workload accordingly.
Experience with in CRM workflow management preferably (Hubspot)
Familiarity with Aircall, Google or similar systems is a plus.


If you're a proactive problem-solver with a track record of optimising client engagement and meeting set KPI’s in relation to this and if you’re ready to drive exceptional customer service and contribute to a culture of excellence, we invite you to apply for the Community Coordinator position. Join us in shaping outstanding customer experience and client engagement for our Provider+ Community. Apply today to be a vital part of our dynamic team!