Are you great at creating an exceptional first impression?
This role is 20-25hrs per week, delivering connection and solutions for our clients, exhibiting a high level of professionalism and listening attentively to their needs. It is also responsible for supporting our network of small business owners by providing qualified leads and accurate call enquiry detail, providing actionable client feedback, and ensuring full usage of our CRM system to deliver on our business targets and continued net promoter score improvements.

In this role you will provide best practice client support to all clients making enquiries to Narellan Pools by:

Answering all inbound calls or returning enquiries in a warm, professional manner

Entering all inbound call enquiry data into our CRM with a high level of attention to detail and accuracy

Competently taking and distributing telephone calls and messages and transferring these to our internal and external network as required

Asking thorough questions and listening attentively to understand client needs and dreams before conveying this information to our network effectively

Finding solutions that meets the needs of the client and provide product information

Showcasing our products and options to overcome any obstacles a client may have

Providing suggestions on areas of opportunity for sales growth and client experience based on observations from client conversations





Additionally, you will;

Write and prepare correspondence and communications to Narellan Pools clients and Franchisees as required

Communicate with clients via social media to support the Marketing department as required

Follow the Narellan Pools six-step sales process and know product selling features, advantages, and perks

Transfer all complaint / service / warranty calls to the relevant team members according to provided workflows

Carry out Net Promoter Score (NPS) and survey calls to clients

Distribute feedback results to management and the franchise network, supporting our franchisees in best practice CRM usage and sharing individual territory feedback

You will be measured on Key Performance Indicators including:

Achievement of ANZ NPS response rate and results, including per territory

Achievement of ANZ sales results

Accuracy in data collection

Percentage of network CRM usage

As part of the publicly listed, internation Latham Group, our brand is growing and you will join an existing small team to support the expansion.
We are proud to offer clear training and career development pathways, personal development options and employee benefits including monthly birthday recognition, team lunches, discounts, quarterly financial incentive recognition programs and more.

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📌 Client Services Agent (The Hills Shire)
🏢 Narellan Pools
📍 The Hills Shire