Senior Member Services Advisor

at  Cooperative Housing Ireland

Title Senior 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 Senior Member Services Advisor to join our Contact Centre. 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.
We are looking for someone with a proven ability to adapt to a changing environment and be a change champion. With the role evolving over time, as we progress through our technological & operational transformation. The Senior Member Services Advisor will play a crucial role in ensuring customer satisfaction, maintaining a positive customer experience, and providing guidance and leading by example to junior advisory staff.

Requirements

• 3+ years of Customer Service/Operations experience (desirable)
• Customer-oriented with a proactive and good serving attitude
• Self-motivated with excellent problem solving, critical thinking, and decision-making abilities
• Ability to handle and resolve escalated customer complaints
• Ability to work well in a team environment
• Exceptional administrative and I.T. skills.
• Flexibility in approach to tasks and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Proficiency in CRM software and other customer support tool

• To carry out Contact Centre or general administrative duties as assigned by the Contact Centre Team Leader
• Provide guidance, training and support to Member Services team.
• 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.
• Identify trends and patterns in customer feedback and provide recommendations for improvement
• 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 and input invoices on the Castleton CRM System.
• Handle escalated customer inquiries and provide timely and accurate resolutions
• In coordination with the Admin Support Team Manager and Regional Maintenance Teams , prepare and distribute member correspondence.
• Input GDPR applicable information into the CRM System and at all times operate within the company’s GDPR policy framework.
• Leads by example and champions 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

• 3+ years of Customer Service/Operations experience (desirable)
• Customer-oriented with a proactive and good serving attitude
• Self-motivated with excellent problem solving, critical thinking, and decision-making abilities
• Ability to handle and resolve escalated customer complaints
• Ability to work well in a team environment
• Exceptional administrative and I.T. skills.
• Flexibility in approach to tasks and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Proficiency in CRM software and other customer support tools