NDIS Scheduling & Customer Support Officer

Key Responsibilities

• Ticket creation and scheduling
• Receive AI-generated emails and text confirmations, create jobs in the CRM, and allocate them to workers.
• Post jobs on the internal job board and assign based on availability and shift load.
• Handle reschedules, cancellations, and urgent two-hour service requests.
• Client communication (non-voice initially)
• Send confirmation emails and text messages.
• Send referral forms and service agreements.
• Monitor CRM for signatures and follow up where needed.
• Future voice escalation
• Act as the first human escalation point for calls (AI) cannot resolve after hours and on weekends.
• Manage simple customer service chats or calls such as “I can’t find my support worker” or cancellations.
• Contractor onboarding admin
• Review and validate contractor documents. Cross-check 10+ verification items for each new contractor.
• Maintain accuracy and compliance within the CRM.
• Backup administrative tasks
• General admin tasks when ticket volume is low.
• Participate in weekly team meetings and internal training.

Desired Qualities

• Highly empathetic and patient.
• Strong listening skills.
• Calm, warm, and flexible in communication.
• Team-oriented and willing to be part of the client’s internal culture (meetings, collaboration, updates).
• Reliable home-office environment with strong primary and backup internet.
• Attention to detail and takes pride in accuracy.
• Comfortable working autonomously and switching between task types.

Required Skills

• Strong admin and scheduling experience.
• Fast, accurate data entry and CRM navigation.
• Excellent written English for email and text communication.
• Good spoken English for future phone escalation work.
• Ability to follow detailed processes, check documents, and maintain accuracy.
• Comfortable working with new systems and workflows.