Customer Support Assistant - Remote

This is a remote position.

The Hart Centre is growing and we are hiring a remote Customer Support Assistant. You will be the first warm voice that our clients hear, engaging with them bringing compassion and empathy, guiding them through their enquiry process and securing their appointments by placing them into the diaries of more than 200 therapists.

This critical role will support our clients to secure a sound therapeutic fit with their therapist and help them commence their journey to deliver great outcomes in therapy. With that in mind, it is imperative that the successful applicant is honest, reliable and communicative with the ability to maintain a high level of confidentiality and attention to detail.

Employment details

• Casual position working 3-4 days per week approx 20 - 30hrs (with opportunity to increase), required days of Monday and Tuesday, with additional days occurring Wednesday-Friday between 8am-6pm AEST DLS time (VIC, NSW time)
  

• This is a fully remote role, working from home
  

• You will be supplied with a laptop, charger and screen/s (these remain property of The Hart Centre)
  

• You will need to ensure you are suitably equipped to work in a remote environment with appropriate WIFI, desk and chair in a quiet, private space to ensure confidentiality.
  

• Some flexibility to cover leave and peak periods will be required (please note: January is our busiest time, so leave is limited during this period)
  

• Answer client calls and enquiries with warmth, kindness and calm
  

• Action timely correspondence (via phone/email/text) with compassion and clarity to guide clients from enquiry through to appointment conversion
  

• Process appointment bookings and amendments accurately across multiple diaries
  

• Navigate challenging or emotional interactions with empathy, resilience and strong professional boundaries
  

• Problem solve situationally to deliver an outcome for clients and therapists
  

• Prioritise tasks, manage your workload and follow through reliably
  

• Maintain strict confidentiality and accurate records at all times
  

• Maintain our client management system with outstanding attention to detail
  

• Be an integral part of our values based team culture bringing passion and energy, a helpful and positive attitude, flexibility and understanding.
  

Requirements

• A naturally warm, professional phone manner and a genuine wish to help people
  
• Resilience, empathy, compassion, sound judgement and the ability to stay steady under pressure
  
• Reliability, honesty and excellent communication with your team and with clients/therapists
  
• Strong attention to detail and accuracy in fast moving situations
  
• Confident computer skills, a proactive approach and the ability to learn new systems and processes
  
• Organised, efficient work habits and a positive, solutions-focused attitude
  
• Commitment to privacy and confidentiality
  
• Consistent availability across your rostered work days
  
• Willingness to adjust hours occasionally to help cover leave or peak periods
  

Experience we value

• 3+ years in virtual administration, medical administration or reception
  

• Excellent time management, multi tasking and prioritisation
  

• Attention to detail and problem solving skills
  

• Clear written and verbal communication and outstanding customer service
  

• Proven integrity and discretion in handling sensitive information
  

• Bonus points for sales or business development experience
  

• Advantageous but not essential: experience in mental health or allied health administration
  

Benefits

• Paid, comprehensive induction and ongoing coaching
  

• Supportive, values driven team with regular development
  

• Yearly team getaway
  

• Fully remote WFH opportunities