Member Services Advisor (Customer Service)

at  Cooperative Housing Ireland

Title Member Services Advisor (Customer Service)
Reporting to Contact Centre Team Leader
Place of work Mulhuddart, Dublin
Contract Type Full-Time / Perm Role

THE POSITION

CHI is seeking a full-time, permanent Member Services Advisor to join our Contact Centre within our Asset Management & Property Services division (AMPS). The role is based on site in our Dublin West Office located at 123 Avondale Park, Mulhuddart, Dublin 15. The role will work 35 hours work per week hybrid, Monday to Friday.
Putting it simply, you will take inbound calls from our members who may have a repair request or a housing query. You will get to know our members through helpful and friendly conversations to assist their needs & overcome any issues they may have.

Requirements

• Experience working within a team in an office setting.
• Excellent communication, interpersonal and organisational skills.
• Exceptional administrative and I.T. skills.
• Flexibility in approach to tasks and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Good working knowledge Microsoft office products (SharePoint, Excel

• To carry out Contact Centre or general administrative duties as assigned by the Contact Centre Team Leader
• Deal with incoming calls, correspondence, enquiries, referrals to other staff and to ensure that all contact with members and contractors is recorded on CRM system.
• Manage and respond to queries received via the generic repairs, complaints, info & invoice e-mail addresses and the CHI webchat enquiry box on the CHI Website.
• Deal with members’ requests and work with the Regional Asset Management Teams, Housing Services, and contractors to ensure the appropriate follow-up action in relation to any repair, maintenance, rent, tenancy or other requests.
• Generate Work Orders on the Castleton CRM System.
• Input invoices on Castleton CRM System.
• In coordination with the Regional Maintenance Managers and Housing Services prepare and electronically distribute communication to members
• Download, scan, and file documentation in both hard and soft copy, ensuring that all files are in order, complete and up-to date.
• Input GDPR applicable information into the CRM System and at all times operate within the company’s GDPR policy framework.
• Adhere to and promote the ideas and behaviours outlined in the AMPS “Culture” document.
• Demonstrate a commitment to providing our members with a service in line with the Contact Centre “Customer Charter”.

Requirements

• Experience working within a team in an office setting.
• Excellent communication, interpersonal and organisational skills.
• Exceptional administrative and I.T. skills.
• Flexibility in approach to tasks and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Good working knowledge Microsoft office products (SharePoint, Excel)