Enquiries Coordinator

6 months ago

Melbourne, Australia The Commons Full time

**Primary Purpose of Role**

The role of the Enquiries Coordinator is integral to the daily workflow of The Commons. This person is the first point of contact with The Commons and as such requires excellent customer service skills and to the ability to develop very detailed product knowledge. The Enquiries Coordinator is responsible for answering the phone lines to The Commons and associated brands, managing the main inbox, responding to general enquiries, converting enquiries to tours, scheduling of sales tours, booking meeting and events spaces and answering questions about The Commons products. This position can be based in either Sydney or Melbourne.

This is a fast paced, entirely computer and phone-based role that requires extreme attention to detail, outstanding customer service, highly developed organisation, and calendar management skills. You will also work towards targets and be expected to hit KPIs. You will work within a collaborative and tight-knit team and be empowered to achieve more and succeed in growing company.

The responsibilities of the role include but are not limited to:

- Manage all inbound leads.
- Qualify leads for solution that works with the enquiry.
- Ensure all data received is accurately entered into our CRM
- Update and maintain CRM with all leads
- Communicate with our Membership Managers and Community Teams.
- Consult and Inform consumers of the best available solution we can provide based on their business requirements.
- Support booking for external enquires for meeting and event spaces.

**About You**

Additional skills and attributes which are desirable include,
- Excellent communication skills
- Experience in a hotel or hospitality reservations environment preferred
- Track record of use of CRM and Google suite of products
- A distinct focus on delivering excellent service and experience excellence.
- Excellent and proven people skills.
- Fresh, fun attitude with a passion for hospitality and creating a memorable experience for our members.

**KEY RESPONSIBILITIES**

**MEMBERSHIP ENQUIRIES**
- Qualify initial leads and pre-screen organisations
- Liaising with Community Team/Community Manager(s)/Membership Managers to discuss team fit, conflict of interest and suitability
- Provide information about The Commons Memberships and other product offerings over the phone
- Schedule sales tours across all Commons locations including associated brands (Central House)
- Follow up sales leads and keep CRM updated with progress

**VIRTUAL OFFICE SALES**
- Answer questions regarding the Virtual Office products
- Input sales leads into CRM (Salesforce)
- Support the sale and onboarding process for all Virtual Office leads.

**EXTERNAL EVENTS/STUDIO/MEETING ROOM ENQUIRIES**
- Act as first point of contact for external meeting room enquiries and demonstrating knowledge of all photography/studio/meeting/event spaces across our network
- Knowledge of the sales process for external meeting rooms
- Booking meeting rooms/Event/Studio spaces across our network

**DATABASE MANAGEMENT**
- Update and maintain CRM system (Salesforce) with all leads
- Manage and maintain general internal databases such as account log in and supplier details

**VALUES**

All actions, conversations and behaviours are to display behaviours that reflect the philosophy and values of The Commons.

**About The Commons**

The Commons is an ecosystem of entrepreneurs, businesses & curious minds - working, connecting and growing under a common roof. Driven by the sincere desire to see people flourish. We support curiosity and believe in the collective power of people to instigate change. Our focus is on building and strengthening community and we challenge the status quo in an effort to innovate.

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