Job Description
Northcott is seeking a skilled Customer Service Consultant to join our team. As the first point of contact for families embarking on their Early Childhood Approach journey, you will provide exceptional customer service and support every day.
This role requires strong communication skills, experience in customer service, call centres, and/or human services, as well as qualifications in disability, social sciences, or a relevant field. You will be responsible for delivering exceptional customer service to families, staff, and stakeholders, managing inquiries from customers and external stakeholders via phone, email, and web chat, and completing intake and sign-up processes for new customers.
You will work closely with a passionate team to ensure high levels of satisfaction and meet KPIs while proactively addressing challenges to best support needs of both families and staff. This is a rewarding role that offers flexible work options, generous time off, wellness perks, discounts, and wellbeing resources.
Key Responsibilities
* Deliver exceptional customer service to families, staff, and stakeholders
* Draw on experience in customer service, call centres, and/or human services to effectively meet client needs
* Utilise qualifications in disability, social sciences, or a relevant field to enhance customer interactions
* Efficiently manage inquiries from customers and external stakeholders via phone, email, and web chat, ensuring timely and accurate responses
* Complete intake and sign-up process for new customers, collaborating closely with the EC CSC Team Leader & Quality Assurance Manager and team to ensure smooth transition and that families receive correct information for service delivery
* Demonstrate proficiency in Microsoft Office applications and Adobe programs, navigate multiple systems and internet technologies
* Maintain positive and helpful attitude, focusing on achieving best outcomes for customers