The Customer Solutions Consultant provides expert advice and support for our retail energy customers, managing large volumes of calls, emails and digital chats, handling customer enquiries, complaints and requests for support, in a manner that uplifts customer satisfaction and reduces customer effort.

Key Duties and Responsibilities

The major responsibilities of the position, including the expected outcomes, standard and timeframes. i.e. the what and the how.

• Be the first point of contact for all telephone and written customer enquiries, and aim to facilitate a first call resolution with an empathetic, courteous and professional tone to quickly build rapport
• Be able to confidently have conversations with customers on a large variety of issues e.g. bill enquiries (inbound), complaints, payments, move ins/move outs, received, over the phone and in written communications (mail and electronically).
• Effectively manage day to day customer enquiries and complaints for small business and residential customers, following documented and trained processes and procedures.
• Be willing to learn all aspects of the retail business and perform additional duties within the department as required by the team leader or manager and work with a view to continuously improve outcomes
• Resolve customer complaints, escalating when necessary.
• Adhere to rosters and scheduling.
• Ensure that the Company’s compliance obligations are actively maintained, managed and kept up- to-date with particular focus on cyber security and data protection and the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time). [Note: This wording needs to be in every PD as it is a compliance requirement]

Challenges

Describes major complexities faced within the job environment. Include 2- 3 challenges.

• Able to work effectively through periods of high customer service volumes, and able to shift gear during lower
• Continuing business as usual during a period of significant change – processes, systems, roles
• Available to work a rotating roster which may include alternating start or finish times, which may vary over time

Judgments

This section focuses on the level of analysis, reasoning and creativity that is expected of the position to perform assigned work.

• Customer focussed – must enjoy speaking to customers
• Solutions focussed, taking an active approach to solving customer problems
• Ability to balance business needs and customer needs
• Make decisions within scope of role and in line with policies and procedures
• Takes responsibility and sees issues through to the end

Knowledge, experience (including qualification) and skill

Knowledge and experience:   

Detail the education and or special certification, training and work experience requirements for the position. This may also include the level of industry knowledge.

• Familiarity with electricity retail markets and associated office operations such as:

• Customer Data requirements
• Customer complaint handling
• Network tariffs

List the learned and applied abilities to effectively complete tasks to the level of required performance. This can include technical and interpersonal skills, as well as the level of proficiency required on relevant tools and software. 

• 2+ years’ experience in a customer service and sales environment
• An understanding of the electricity compliance and regulatory laws and associated obligations

Skills:

• Excellent customer service telephone manner 
• Maintaining sound records of customer data 
• Ability to analyse account data and sales information 
• Knowledge of the electricity retail sector and regulatory expectations 
• Microsoft Office, Internet Explorer CRM data base 
• Strong detail orientation, communication and listening skills 
• Ability to communicate clearly and professionally both verbally and in writing 
• Ability to manage difficult customers 
• Team player 

Pacific Blue is committed to investing in our people, systems, processes and policies to ensure our workplace is Diverse and Inclusive and expect our people to work together to achieve an open and welcoming culture.