Customer Service Officer

Position Description
Position Title: Customer Service Officer
Reports to: Team Leader Customer Service
Position Level: Team Member
Vision
Centennial Park is a place for the living; a vibrant community hub that strengthens enduring connections.
Purpose
To create a sanctuary of connection and meaning.
Guiding Principles
- Champion the importance of memorialisation
- Foster a culture of quality, kindness, respect and dignity
- Value individuality and personal choice
- Manage the Park for current and future generations
Strategic Pillars
- Information, Transparency & Choice
- Our Natural Environment
- Connections and Collaboration
- A People-First Culture
Customer Experience
Our Customer Experience team is comprised of multiple departments, which includes Funeral & Memorial Services, Customer Service & Sales and Marketing, Media & Community Engagement. The team is pivotal to the achievement of Centennial Park’s strategic objectives through effective service delivery, customer engagement, and business development.
Position Description
Position Summary
The Customer Service Officer supports the team by providing high quality, accurate and professional administrative services, including relief reception responsibilities and providing exemplary customer service.
The structure with relation to our Customer Service Officers, has been designed to enhance cross skilling of tasks for our team members and allows for rotational face to face customer service duties (front of house), phone reception responsibilities and administration duties.
Position Purpose
The Customer Service and Memorial Sales Team is responsible for sales and the management of customer records, with a particular focus on sales and renewals of Interment Rights, administration and maintenance of accurate records of appointments, interaction s, transactions and enquiries. Enquiries and transactions also include the surrender and transfer of Interment Rights, plaque ordering, bookings and overseeing our services for customers at-need and pre-need.
The team is also responsible for management of our main Reception, taking tours of the Park and supporting Centennial Park’s marketing and engagement functions.
Key Working Relationships
Accountable to the Team Leader Customer Service for providing high quality, professional and proactive support to achieve the vision and strategic plan.
Working closely with fellow Customer Service Officers, Memorial Consultants , Data Integrity Officer and Manager Customer Service and Sales.
Responsible to the team for developing a teamwork environment based on mutual trust and respect and engendering accountability through empowerment.
Key Result Areas
Client Service and Satisfaction
- Provide high-level telephone customer service and face-to-face receptionist service (on rotational basis).
- Undertake a range of administrative functions including – extensions/renewals, surrenders, transfers, updating information in Plotbox (cemetery management system).
- Perform a range of customer-centric tasks including – issuing cremated remains and plaques, scheduling appointments, processing payments, client care and follow up.
- Support the Memorial Consultants with administrative processes to enhance the overall customer experience, including the maintenance of systems, files and records, along with generating and distributing correspondence.
- Respond to customer enquiries, including unscheduled in-person visitors in order to promote Centennial Park’s pre-eminent service offering and maximise sales opportunities.
- Provide general administrative support to the Team Leader Customer Service and Manager Customer Service and Sales.
- Update and maintain Centennial Park’s records and documentation.
- Assist in preparing and despatching all outgoing post/mail items and collating reports and lists for Marketing, Executive Manager Customer Experience, Manager Customer Service and Sales.
- Actively participate in team meetings, communication meetings and other work