Customer Solutions Consultant

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia's fastest growing energy retailers. We own and operate a diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive and highly sought after energy products through our retail brands Tango Energy and Pacific Blue Retail. Here's your chance to be part of Australia's transition to renewable energy within our dynamic retail team.

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 Responsibilities also include:

• 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).

Knowledge and experience:

• Familiarity with electricity retail markets and associated office operations such as:
  • Customer Data requirements
  • Customer complaint handling
  • Network tariffsList 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 plus of experience in a customer service and sales environment
• An understanding of the electricity compliance and regulatory laws and associated obligations

Skills:

• Passionate about supporting customers
• 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

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts on Home Energy and Health Insurance
• Generous leave benefits
• Free parking at our Geelong office
• Melbourne office next to Southern Cross Station
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

Pacific Blue won’t be taking any applications from recruitment agencies for this vacancy.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.