Customer Connections Solutions Consultant
- Geelong, VIC
- Temporary
- Full-time
The Customer Connections purpose is to ensure that customers have accurate and reliable metering solutions in place, enabling both the customers and EnergyAustralia to effectively manage resource consumption and billing. The purpose of the Customer Connections team is to deliver metering solutions to our customers. Metering solutions involve the installation, maintenance, and management of Electricity and Gas meters.About the Role
The purpose of the Customer Connections Solutions Consultant role, your responsibilities will encompass managing intricate service inquiries and procedures concerning the setup, removal, meter reconfigurations and modification of Gas and Electricity Meters. Other aspects of the role include:
- Resolve intricate service inquiries necessitating investigation and adept problem-solving for customer satisfaction, both mutually and with EnergyAustralia.
- Manage the entire process for new electricity and gas meter connections, from paperwork validation and quoting to service order management.
- Handle solar panel meter reconfigurations in contestable zones, involving service orders, quoting, customer communication, and paperwork validation.
- Manage meter abolishment’s, additions, and changes nationwide, including paperwork validation, service orders, and occasional communication with plumbers/electricians through in & outbound calls.
- Handle meter service order exceptions, incomplete orders, and necessary database contacts.
- Manage Gas Shippers, involving distributor liaison, customer quoting, and complex service order creation with various gas distributors.
- Handle and raise service orders.
- Adherence to KPIs and processes for each of the above to ensure a positive customer experience.
- High speed internet suitable for working at home
- Willingness and ability to work a rotating roster (8am – 5pm AEST, Monday to Friday).
- Training block - 6-8 weeks must be completed full time from the Geelong office (Monday – Friday, 9am – 5pm)
- Post training at least you will be required to work Monday and Tuesday from the Geelong office, with the remaining 3 days (Wednesday – Friday) allowed to be worked from home.
To be successful in this role, you will have gained considerable experience in a customer-facing (or call centre) environment, with excellent interpersonal and customer service skills and a strong ability to follow strict policies and procedures. Other things we’re keen on include:
- Strong written and verbal communication skills
- Experience working in a call centre or the energy sector is highly regarded
- Ability to use multiple systems
We’re committed to providing an inclusive culture so our people can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTI employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone is welcome. We offer;
- Dynamic Team Culture
- Balance Life and Work through our Flexible Ways of Working
- Competitive salary
- Quarterly Incentive program
- Discounts on your energy bills for you, your friends and family
- Recharge and relax with one extra day of leave each year (we call them recharge days)
- Volunteer days off to help charities make a difference through volunteering
- We offer 20 weeks paid parental leave that’s completely gender-equal
- State-of-the-art offices with stunning water views in Geelong