Home Services Coordinator (VIC)

JB Hi-Fi; City of Melbourne; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

12 weeks parental leave (eligible)

Hybrid work model

Employee discounts

Employee Assistance Program

Training & development

Job summary

JB Hi-Fi Group is seeking a Home Services Coordinator to manage enquiries and coordinate installation support from stores, customers and subcontractors, ensuring timely delivery and outstanding customer experience from end to end.

You will handle escalations, scheduling and coordination across multiple systems, contributing to strong customer outcomes. The role involves a rotating roster and hybrid work options for eligible positions.

Qualifications

• Customer service experience, ideally in a retail/corporate environment.
• Experience with Salesforce or other workforce management system preferred.
• Knowledge of appliance and technology products preferred.
• Rotating roster including some weekends and public holidays.

Responsibilities

• Handle Home Service enquiries, surveys and escalations from stores, customers and subcontractors.
• Ensure calls, surveys, escalations and tickets are resolved within agreed timeframes.
• Manage and monitor work orders scheduling and optimisation.
• Collaborate with multiple systems and follow processes and procedures.
• Assist JB stakeholders across the business as required.

Skills

Customer service

Retail environment experience

Communication skills

CRM knowledge

Tools

Salesforce

MS Office

Job description

Company Description

The JB Hi-Fi Group brings together three of Australia’s best known and most trusted retail brands, JB Hi-Fi, The Good Guys and E&S.

Company Description

The JB Hi-Fi Group brings together three of Australia’s best known and most trusted retail brands, JB Hi-Fi, The Good Guys and E&S.

Our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our large store network, online, and in our commercial divisions, JB Hi-Fi Business, The Good Guys Commercial and E&S Commercial.

JB Hi-Fi Group is the perfect place to power your career, and we’re excited to hear from you.

Why join JB Hi-Fi Group?

• 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 Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
• 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 Description

As the Home Services Coordinator, you will be responsible for managing enquiries via multiple channels (eg; inbound/outbound phone, email etc) from stores, customers and subcontractors to support the operational requirements of the Installation program. You will play a key role in helping to ensure products and services are supported and installed in a timely manner with escalations minimised and managed effectively; and provide our customers with an outstanding experience from end to end, showing that we care and in turn create loyal raving fans!

Key Responsibilities Include, But Are Not Limited To

• Handling all Home Service enquiries, surveys and escalations from stores, customers and subcontractors, and take ownership of Customer outcomes.
• Ensuring any calls, surveys, escalations and support tickets are resolved appropriately and within agreed timeframes to achieve great ‘raving fan’ customer outcomes with an objective, proactive, helpful attitude across all communication channels.
• Managing and monitoring coverage, scheduling and optimisation of work orders including scheduling conflicts, unplanned absences and jeopardy management.
• Working with multiple systems, and within processes and procedures.
• Assisting with key JB Stakeholders around the business as required.
• Adhering to coaching & development and be active in working towards organisational goals.
• Assisting customers with complex support, including de-escalation & complaints handling, and communicating with multiple stakeholders in order to achieve a positive customer or business outcome
• Adhering to coaching & development and be active in working towards organisational goals.
• Other duties as directed.

Please note this role will work across a rotating roster including public holidays and weekend.

Qualifications

To be successful in this role, you will need:

• Customer Service experience, ideally in a retail/corporate environment
• Microsoft Product Knowledge Extensive experience & history with PCIDSS, Privacy, ACL and other relevant legal framework requirements
• Experience using Salesforce or other workforce management system preferred.
• Knowledge and understanding of appliance and technology products preferred
• Rotating roster including some weekends and public holidays.

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).