As a Customer Service Representative, you are the first point of contact for every client who reaches out to Rehab Hire & Sales. Your work directly shapes the client’s experience of our business: every call you answer, every email you respond to, every booking you process reflects who we are and the standard we set. You combine empathy, accuracy, and accountability to ensure every client — whether an NDIS participant, allied health professional, hospital, TAC or DVA client, aged care or palliative care provider, or member of the public — feels heard, supported, and confident in choosing Rehab Hire & Sales.
You take ownership of every interaction, follow through on every task to completion, and uphold the standards of the Customer Service Division through professionalism, attention to detail, and genuine care for the people we serve. You are reliable, accountable, and proactive — the kind of team member who finds the answer rather than waiting for one.
KEY RESPONSIBILITIES
Customer Enquiries and Communication
▪ Answer incoming customer enquiries via phone, email, live chat, and website forms in a professional, empathetic, and timely manner
▪ Respond to all enquiries within agreed service level timeframes
▪ Provide accurate product, hire, and service information to clients, allied health professionals, and other stakeholders
▪ Take ownership of every client interaction from first contact through to resolution or handover
▪ Maintain a professional and consistent tone of voice across every channel and every interaction
Front of House
▪ Deputise from the showroom manager
▪ Accurately recording details for hire or sale of items
▪ Greet and assist customers in a professional and friendly manner
▪ Demonstrate equipment and products to customers, explaining features, benefits, and usage requirements
Bookings, Quotes, and Order Processing
▪ Process hire bookings, sales orders, and quote requests accurately in ELMS
▪ Prepare quotes, hire agreements, and supporting documentation for clients and funding bodies
▪ Process hire-side service authorisations from NDIS, TAC, DVA, WorkSafe, SWEP, Home Care Packages, MAC, and aged care funding streams
▪ Confirm bookings, delivery details, and timelines with clients and internal teams
▪ Follow up on outstanding customer information required to progress bookings
▪ Follow up on pending quote approvals to progress orders
Stakeholder Liaison
▪ Liaise with NDIS plan managers, support coordinators, occupational therapists, physiotherapists, and other allied health professionals on hire bookings and ongoing hire services
▪ Communicate clearly and professionally with hospital procurement teams, aged care facilities, and palliative care providers
▪ Build and maintain strong working relationships with prescribers and funding stakeholders
▪ Escalate stakeholder growth opportunities to the Customer Service Manager
Issue Resolution and Escalation
▪ Resolve straightforward client queries and issues at first contact wherever possible
▪ Escalate complex complaints, disputes, or sensitive matters to the Customer Service Manager
▪ Escalate participant complaints or safeguarding concerns immediately to the Customer Service Manager and the NDIS & Accounts Manager
▪ Manage difficult conversations with professionalism, empathy, and calm
▪ Take ownership of issues end-to-end, even when resolution requires support from another department
Systems and Data Accuracy
▪ Use ELMS as the primary system for booking, quoting, and recording all customer interactions
▪ Maintain accurate customer records, contact details, and order history
▪ Ensure all data entered into ELMS is correct, complete, and audit-ready
▪ Use MYOB and Microsoft Office Suite as required for day-to-day tasks
▪ Comply with Rehab Hire & Sales workflow processes, maintaining system integrity
Cross-Functional Collaboration
▪ Coordinate with Accounts on invoicing, payment terms, and service authorisations
▪ Coordinate with Operations & Logistics on stock availability, delivery scheduling, and customer expectations
▪ Collaborate with the Repairs & Service team on service requests originating from customer enquiries
▪ Collaborate with the Sales team on lead handover and shared client accounts
▪ Collaborate with the Custom team on complex enquiries requiring clinical or technical specification
▪ Coordinate with the Warehouse on stock movements and order fulfilment across sites
▪ Communicate booking updates, client concerns, and operational issues to the Customer Service Manager
NDIS Compliance Support
▪ Ensure the Customer Service team operates within the NDIS compliance framework set by the NDIS & Accounts Manager
▪ Escalate participant complaints or safeguarding concerns immediately to the NDIS & Accounts Manager
▪ Ensure your department is NDIS-compliant as expected and communicated by the Managing Partner and the Accounts & NDIS Manager
Team Contribution and Workplace Culture
▪ Contribute to a positive, professional, and inclusive team environment
▪ Support colleagues during busy periods, leave coverage, and complex enquiries
▪ Take ownership of your work and meet agreed deadlines without prompting
▪ Participate constructively in team meetings, 1:1s, and training sessions
▪ Bring forward ideas for process improvement based on day-to-day client feedback
▪ Uphold the Rehab Hire & Sales Respect at Work policy and company values
▪ Maintain a visible, engaged presence in the office during agreed working hours
Compliance and Safeguarding
▪ Operate within the NDIS compliance framework set by the NDIS & Accounts Manager and the NDIS Compliance Coordinator
▪ Comply with all NDIS Practice Standards as they relate to client communication and safeguarding
▪ Escalate any compliance, safeguarding, or risk concerns to the Customer Service Manager immediately
▪ Maintain all Rehab Hire & Sales workplace policies
Pay: $60,000.00 – $68,000.00 per year
Work Location: In person
