Customer Service and Support Officer QLD

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

Exciting opportunity to provide sales, service and support activities to the region whilst also assisting the QLD Events team with supporting the success of the area’s Events program.

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 Queensland region (which includes Sunshine Coast, Wide Bay, Gold Coast and Northern Rivers areas).

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.
• Maintain membership database.
• Provision of administrative support to the Queensland 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.
• 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 QLD Events team with administration duties to support the success of the area’s Events program.

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 solid experience with using MS Office.
• A willingness to be work flexible and adaptable to the needs of the business.
  

Benefits