Are you passionate about renewable energy and eager to make a positive impact and generate change? Do you thrive in a supportive and collaborative work environment where your contributions are valued and recognized? If so, we have the perfect opportunity for you!
About Diamond Energy, An Energy Bay Brand
Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry. Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Founded on the values of innovation, value creation and social responsibility, Energy Bay is backed by impact capital from Australia's largest private financial sponsors, including Grok Ventures, Soletto and Skip Capital.
An exciting opportunity (Full‐time) has arisen in the Customer Service team at Diamond Energy, an Energy Bay brand. Diamond Energy is a leading renewable energy, electricity retailer that has earned a CHOICE recommendation in 2023. We are dedicated to providing sustainable and clean energy solutions to our customers.
We are looking for a commercially driven and experienced Customer Service Specialist (Embedded Networks) who is passionate about renewable energy to join our dynamic team. This role provides a unique opportunity to provide exceptional customer service to our embedded networks clients and ensure their satisfaction with our services. The successful candidate will possess excellent communication skills, attention to detail, and the ability to work in a close‐knit team.
Responsibilities
* Ensure the delivery of exceptional customer service through prompt, accurate, and professional assistance, consistently enhancing the customer experience.
* Address disputes and inquiries related to embedded network services, such as billing, service availability, and account status.
* Troubleshoot and resolve client complaints or technical issues regarding embedded network services, coordinating with technical teams as needed.
* Deliver a seamless billing experience, addressing inquiries with clarity, professionalism and timely resolution of discrepancies.
* Process payments and ensure accounts are accurately billed according to usage data provided by the embedded network.
* Schedule installations, maintenance, and service outages with customers, ensuring minimum disruption and keeping customers informed of any interruptions, planned outages or network upgrades.
* Update customer and lead status in CRM and associated tracking systems.
* Handle first‐level complaints – capture, record and, when required, elevate to higher support.
* Negotiate customer payment plans and facilitate payments within business rules.
Qualifications
* Minimum 2 years of experience in a customer service or technical support role, preferably in embedded networks, energy retail or utility services.
* Experience in embedded networks and secondary utility services such as hot water (preferred).
* Experience managing connections, tariffs and customer service aspects unique to embedded networks (preferred).
* Project management and team leadership experience (preferred).
* Knowledge of energy retail, commercial and industrial embedded networks and centralised hot water (preferred).
* Knowledge of other utility services such as gas, air‐conditioning and telecommunications (preferred).
* Understanding of Distributed Energy Resources such as PV solar and EV charging (preferred).
* Excellent verbal and written communication skills with active listening ability.
* Ability to engage and empathise with customers through enquiries and operational processes, managing exceptions promptly and proactively.
* Problem‐solving skills with attention to detail.
* Ability to manage multiple tasks under pressure and to meet deadlines.
* Proficiency with customer‐service management software, CRM systems, billing systems and Microsoft Office Suite.
Benefits
* Recognition and reward for taking initiative.
* Fast‐growing company with an entrepreneurial atmosphere.
* Internal promotion opportunities and professional development.
* Comprehensive training and mentorship from experienced staff.
* New office location with panoramic views, close to Burnley train station.
* Positive and supportive work culture.
Diamond Energy prides itself on being a diverse and equal‐employment‐opportunity employer.
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