Customer Service Specialist - Embedded Networks

Customer Service Specialist - Embedded Networks

The Company :

My client empowers businesses and property owners to integrate distributed renewable energy solutions. They drive the clean energy transition by offering cutting-edge approaches to onsite power generation and sustainable energy procurement.

The Role :

The role of Customer Service Specialist will primarily focus on Customer Service across my clients national embedded network portfolio with a variety of utility services.

You will provide exceptional customer service for embedded network customers by handling inquiries, troubleshooting issues, managing billing, scheduling services, and ensuring compliance.

Key responsibilities include :

• Provide prompt, accurate, and professional assistance to customers in person, via phone, email, or online chat. Address a wide range of inquiries related to services within the embedded network, such as billing, service availability, and account status.
• Troubleshoot and resolve customer complaints or technical issues regarding embedded network services, coordinating with technical teams as needed. Ensure all issues are handled efficiently and follow up until resolution.
• Assist customers with billing inquiries, including providing detailed explanations of charges and helping resolve discrepancies. Process payments and ensure all accounts are accurately billed according to usage data provided by the embedded network.
• Schedule installations, maintenance, and service outages with customers, ensuring minimal disruption. Ensure customers are kept informed about any service interruptions, planned outages, or network upgrades. Respond to sales inquiries, including initiating tariff checks, sales messages and sending quotes.
• Updating customer and lead status in CRM and associated customer tracking systems.
• Utilise CRM workflows to communicate to customer / create tasks for follow up.
• First level customer complaints – capture, record and escalate as required.
• Negotiate customer payment plans and facilitate payments within business rules.

Your Skills & Experience :

• 3+ years of experience in a customer service or technical support role, preferably in embedded networks, energy retail, or utility services.
• High school diploma or equivalent. A college degree in a related field (e.g., business, communications, or energy) is advantageous.
• Industry knowledge in energy retail, commercial and industrial embedded networks, and centralised hot water essential.
• Industry knowledge in other utility services such as gas, air-conditioning and telecommunications preferred.
• Understanding of Distributed Energy Resources such as PV solar and EV charging preferred.
• Familiarity with industry regulations and compliance standards related to energy retail and embedded networks is highly desirable.
• Experience in customer service or technical support essential.
• Experience embedded networks and secondary utility services such hot water essential.
• Experience in managing connections, tariffs, and customer service aspects unique to embedded networks essential.
• Experience in project management and team leadership preferred.

If you're passionate about Australia's energy transition and want a role with purpose this is the opportunity for you. Apply now or call Joel on 0466 697 913 for more details.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Analyst, Administrative, and Customer Service

Services for Renewable Energy, Utilities, and Environmental Services

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Customer Service Specialist • Melbourne, Victoria, Australia