NDIS Scheduling, Customer Support Officer

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🕒 4 days ago

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Outsourced Staff

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

☁️ SaaS

👥 HR Tech

B2B • SaaS • HR Tech

Outsourced Staff is a company that specializes in providing high-caliber remote teams for various roles including software development, IT support, digital marketing, and customer service. With over 25 years of experience, they focus on matching businesses with exceptional talent to aid in their growth, ensuring candidates are thoroughly screened for skills and cultural fit. The company offers a wide range of outsourced solutions, including virtual assistance, software development, and customer support, promoting efficiency and productivity for their clients.

📋 Description

• Ticket creation and scheduling • Receive AI-generated emails and text confirmations, create jobs in the CRM, and allocate them to workers. • Post jobs on the internal job board and assign based on availability and shift load. • Handle reschedules, cancellations, and urgent two-hour service requests. • Client communication (non-voice initially) • Send confirmation emails and text messages. • Send referral forms and service agreements. • Monitor CRM for signatures and follow up where needed. • Future voice escalation • Act as the first human escalation point for calls (AI) cannot resolve after hours and on weekends. • Manage simple customer service chats or calls such as “I can’t find my support worker” or cancellations. • Contractor onboarding admin • Review and validate contractor documents. Cross-check 10+ verification items for each new contractor. • Maintain accuracy and compliance within the CRM. • Backup administrative tasks • General admin tasks when ticket volume is low. • Participate in weekly team meetings and internal training.

🎯 Requirements

• Strong admin and scheduling experience. • Fast, accurate data entry and CRM navigation. • Excellent written English for email and text communication. • Good spoken English for future phone escalation work. • Ability to follow detailed processes, check documents, and maintain accuracy. • Comfortable working with new systems and workflows.