Customer Service Coordinator- NSW

Leading National Industry Association, celebrating 80-years of operation this year!Exceptional work culture, based in SydneyGenerous employee benefits & flexibility offered Exciting opportunity to provide sales, service and support activities to members, customers, stakeholders and partners for the NSW region Housing Industry Association (HIA) is the official body of Australia’s home building industry. As the only national industry association for Australian building professionals, we represent the interests of the housing industry at regional and national levels. Our extensive membership program supports residential builders, trade contractors, developers, design professionals, kitchen and bathroom specialists, manufacturers and suppliers.The Purpose of the Customer Service and Support Officer role is to strengthen Housing Industry Association (HIA) by providing sales, service and support activities to members, customers, stakeholders and partners for the NSW region.The Role The Customer Service Coordinator's (CSC) main duties are to drive membership growth, enhance member engagement, increase member retention, service the national reception line and contribute to the administration of the HIA office in Sydney. Key responsibilities include: Membership Sales Utilising local information and canvasing the region to identify potential new members to meet the regions membership recruitment target.Promote HIA products and services to members and prospective members.Process new applications and all related tasks for the delivery of new cards and certificates.Conduct ‘welcome to HIA’ phone calls for all Internet joins (new memberships).Maintain a CRM database, track member interactions, and analyze sales data for continuous improvement.Contact members to check in on satisfaction, renewals, and engagement levels. Provision of administrative support to the NSW membership team to ensure continued growth and retention of HIA members.  Membership RetentionSupporting HIA’s National and Regional sales strategies and programs by proactively engaging with members to increase Associate members to the Association.Membership retention phone calls (monthly) and tracking.Supporting the regions strategic plan for Membership Retention.Receive and process renewal payments by existing members.Achieves retention targets for first year members by implementing a plan to keep those members engaged. HIA Shop Sales and Stationery Support Point of sale service (face to face, phone or email) that delivers high- quality customer/member outcomes.Follow up on phone and online inquiries.Promotes HIA products and services to current and prospective members. Participates in opportunities to promote HIA’s stationery business and products. Enters sales, orders and activities into CRM.Assists with coordination and implementation of advertising and promotional program for HIA stationery and products. Manages stock levels, process stationery orders and payments when necessary, accepting stock deliveries.Regional Service Support Active participant in HIA’s National Reception Group – takes inbound phone calls for any region, and supports inbound caller on their query.Attends to local office counter enquiries and direct to appropriate staff members.Coordinates general office activities, including but not limited to ordering office supplies, maintaining office equipment, property maintenance, data entry (for teams including Events, Membership, Training, PD), invoicing, banking and petty cash, updates Mail Log /EFTPOS Batch sheet records, liaising with stationery agents.Assists the NSW Events team with administration duties to support the success of the area’s Events program.BenefitsGenerous salary package on offerLife and Salary Continuance InsuranceSalary Packaging ArrangementsAbility to purchase Annual LeaveFlexible Work ArrangementsPaid Parental Leave above the minimum legislative requirementEmployee Assistance ProgramStudy Assistance and Internal training programs offered to help you growHighly experienced, supportive and inclusive teamAffinity ProgramMilestone Recognition The successful person will have:Demonstrated ability to support the Region to reach and exceed sales and service targets. Ability to procure new business opportunities.Strong Negotiation skills.Excellent verbal & written communication skills.Excellent administration, organisation and time management skills.Drive and commitment to achieving results via a hands-on approach.Professional presentation.Self-motivated with the ability to work within a team environment. Computer literate with experience with using MS Office.A willingness to be work flexible and adaptable to the needs of the business. AUD Sydney 2113

Customer Service Coordinator- NSW

  • Leading National Industry Association, celebrating 80-years of operation this year!
  • Exceptional work culture, based in Sydney
  • Generous employee benefits & flexibility offered 

  • Exciting opportunity to provide sales, service and support activities to members, customers, stakeholders and partners for the NSW region

Housing Industry Association (HIA) is the official body of Australia’s home building industry. As the only national industry association for Australian building professionals, we represent the interests of the housing industry at regional and national levels. Our extensive membership program supports residential builders, trade contractors, developers, design professionals, kitchen and bathroom specialists, manufacturers and suppliers.

The Purpose of the Customer Service and Support Officer role is to strengthen Housing Industry Association (HIA) by providing sales, service and support activities to members, customers, stakeholders and partners for the NSW region.

The Role

The Customer Service Coordinator's (CSC) main duties are to drive membership growth, enhance member engagement, increase member retention, service the national reception line and contribute to the administration of the HIA office in Sydney. 

Key responsibilities include:

 Membership Sales

  • Utilising local information and canvasing the region to identify potential new members to meet the regions membership recruitment target.
  • Promote HIA products and services to members and prospective members.
  • Process new applications and all related tasks for the delivery of new cards and certificates.
  • Conduct ‘welcome to HIA’ phone calls for all Internet joins (new memberships).
  • Maintain a CRM database, track member interactions, and analyze sales data for continuous improvement.
  • Contact members to check in on satisfaction, renewals, and engagement levels. 
  • Provision of administrative support to the NSW membership team to ensure continued growth and retention of HIA members.

 Membership Retention

  • Supporting HIA’s National and Regional sales strategies and programs by proactively engaging with members to increase Associate members to the Association.
  • Membership retention phone calls (monthly) and tracking.
  • Supporting the regions strategic plan for Membership Retention.
  • Receive and process renewal payments by existing members.
  • Achieves retention targets for first year members by implementing a plan to keep those members engaged.

 HIA Shop Sales and Stationery Support

  • Point of sale service (face to face, phone or email) that delivers high- quality customer/member outcomes.
  • Follow up on phone and online inquiries.
  • Promotes HIA products and services to current and prospective members.
  • Participates in opportunities to promote HIA’s stationery business and products.
  • Enters sales, orders and activities into CRM.
  • Assists with coordination and implementation of advertising and promotional program for HIA stationery and products. 
  • Manages stock levels, process stationery orders and payments when necessary, accepting stock deliveries.

Regional Service Support 

  • Active participant in HIA’s National Reception Group – takes inbound phone calls for any region, and supports inbound caller on their query.
  • Attends to local office counter enquiries and direct to appropriate staff members.
  • Coordinates general office activities, including but not limited to ordering office supplies, maintaining office equipment, property maintenance, data entry (for teams including Events, Membership, Training, PD), invoicing, banking and petty cash, updates Mail Log /EFTPOS Batch sheet records, liaising with stationery agents.
  • Assists the NSW Events team with administration duties to support the success of the area’s Events program.

Benefits

  • Generous salary package on offer
  • Life and Salary Continuance Insurance
  • Salary Packaging Arrangements
  • Ability to purchase Annual Leave
  • Flexible Work Arrangements
  • Paid Parental Leave above the minimum legislative requirement
  • Employee Assistance Program
  • Study Assistance and Internal training programs offered to help you grow
  • Highly experienced, supportive and inclusive team
  • Affinity Program
  • Milestone Recognition

 The successful person will have:

  • Demonstrated ability to support the Region to reach and exceed sales and service targets.
  • Ability to procure new business opportunities.
  • Strong Negotiation skills.
  • Excellent verbal & written communication skills.
  • Excellent administration, organisation and time management skills.
  • Drive and commitment to achieving results via a hands-on approach.
  • Professional presentation.
  • Self-motivated with the ability to work within a team environment.
  • Computer literate with experience with using MS Office.
  • A willingness to be work flexible and adaptable to the needs of the business.

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