This is a Sales Representative role with one of the leading companies in AU right now Mable with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Mable We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector. As Senior Service Coordinator you will play a pivotal role in onboarding and maximising revenue from new customers to HomeMade. You will typically be the first point of contact a new customer has, and will act as the face of the company. You will also act on escalations for the team, including speaking with customers on more complex issues. You will provide training to the team on changes to product offerings and general upskilling. This position holds the responsibility for welcoming the customer to HomeMade and providing a communication pathway that enables a smooth transition to onboarding as a client. This will entail communication, education, rapport building and the tenacity to drive results. In addition, you will be expected to provide leads to companies in the group where appropriate. This is a targeted position and you will be measured on performance against those targets. Key Measures of Success - Achieve individual commercial targets and KPIs as assigned to the role - Customer adoption rate - the percentage of new customers who successfully complete the onboarding process - Time to onboard - the average time it takes for a new customer to go through the onboarding process from initial contact to becoming fully operational. - Customer satisfaction – the feedback from newly onboarded customers to gauge their satisfaction levels with the onboarding process. - Time to value realisation - the average time it takes for customers to realize the value of the product or service post-onboarding. Aim to expedite this process, ensuring customers see benefits quickly. - Referral rate - the percentage of newly onboarded customers who refer others to the product or service. - Commitment to continual learning and development and growth within the role particularly focused on product knowledge and relevant sales skills - Strengthen Mable and its Group of companies brands’ reputation with client/customer communications - Leading the team in KPIs set with ongoing commitment to team development in product knowledge and skills, with positive feedback highlighting the clarity of internal training. Key Responsibilities - Respond to a high volume of calls to assist new customers with their Home Care Package needs, qualifying customer suitability for self management and moving suitable applicants through the HomeMade onboarding process. - Act as an escalation point where customers are looking to speak to a more senior member of the team on more complex issues. - Provide leadership support to the team when the Team Leader is absent. - Delivering service and retention outcomes through exceptional customer interactions. - Provide high quality customer support, guidance and training to customers to help them access and use our unique in market tech platform and ensure they can successfully self manage their Home Care Package. - Daily management of customer account documentation, including updating customer profile, accounts and notes. - Adhere to processes and procedures and meet individual and team KPIs. - Work within a rules-based framework defined by detailed policies and procedures to offer customer advice and solutions and adhere to compliance and regulatory requirements while delivering exceptional customer experiences Experience - Experience in consumer businesses or related industries is preferred. - Experience working collaboratively with cross-functional teams to align sales strategies with broader business objectives and contribute to organisational success. - Strong understanding of the Disability or Aged Care sectors, or in businesses that require an ability to show strong empathy to our customers. If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable. ✅ Applying here is the first step in the hiring process for this role at Mable. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.