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 recognised? 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 role) has arisen in the Customer Service team at Diamond Energy, an Energy Bay brand.
Diamond Energy prides itself as 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. As a growing company with big dreams, we offer an exceptional working environment where you can expand your experience and be part of a meaningful mission to create a greener and cleaner future.
We are looking for a commercially driven and experienced Customer Service Specialist (Embedded Networks), who are 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 ensuring 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.
To learn more about Diamond Energy, please visit https://diamondenergy.com.au/
Energy Bay Culture
Energy Bay has a distinctly unique, transparent, and constructive company culture. We are a team focused on maximising the scale and impact we create in the energy transition. We are seeking to build on our existing culture and create a diverse team with wide range personal and professional experience, with a long-term focus on execution and the highest standards of delivery.
Our Vision: Generating Change
Our Mission: Your partner in delivering decentralised net zero energy solutions
Our Values: Zero Harm | Enduring Solutions |Customer Driven |Trusted Partner
As a Customer Service Specialist with Diamond Energy, you will be responsible for:
• Ensure the delivery of exceptional customer service through prompt, accurate, and professional assistance, consistently enhancing the customer experience.
• Addressing a wide range of inquiries related to services within the embedded network, such as billing, service availability, and account status
• Troubleshooting and resolving customer complaints or technical issues regarding embedded network services, coordinating with technical teams as needed and ensuring all issues are handled efficiently
• Deliver a seamless billing experience by addressing customer enquiries with clarity, professionalism, and timely resolution of discrepancies.
• Processing payments and ensuring all accounts are accurately billed according to usage data provided by the embedded network
• Scheduling installations, maintenance, and service outages with customers, ensuring minimal disruption. Ensuring customers are kept informed about any service interruptions, planned outages, or network upgrades
• Updating customer and lead status in CRM and associated customer tracking systems
• First level customer complaints – capture, record and escalate as required
• Negotiating customer payment plans and facilitating payments within business rules
You will be successful in the role if you possess:
• 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 in managing connections, tariffs, and customer service aspects unique to embedded networks preferred
• Experience in project management and team leadership preferred
• Industry knowledge in energy retail, commercial and industrial embedded networks, and centralised hot water preferred
• 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
• Excellent verbal and written communications skills and active listening skills
• Ability to engage and empathize with customers through enquiries and operational processes including the ability to identify and manage exceptions in a timely and proactive manner
• Problem solving skills, with attention-to-detail
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Proficiency with customer service management software, CRM systems, billing systems, and Microsoft Office Suite.
You’ll love working here because:
• We believe in responsibility and reward you for taking initiative
• We’re a successful, fast-growing company with an entrepreneurial vibe
• We love to promote internally and offer development opportunities
• Comprehensive training and mentorship from experienced professionals
• New office location, with stunning panoramic views, close to Burnley train station
• We have a great work culture, come and join our team!
By joining our team, you’ll be contributing to supporting renewable energy. Your work as a Customer Services Specialist will directly impact our ability to help our customers live greener and cleaner.
Diamond Energy prides itself on being a diverse and an equal employment opportunity employer.
