Complaints & Hardship Specialist

Job Description

Add expected salary to your profile for insights 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 decarbonizing industry. Established in 2016, Energy Bay offers specialized 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 for the role of 'Complaints & Hardship Escalations Specialist ' in the Customer Service team at Diamond Energy, an Energy Bay brand. Diamond Energy prides itself as a leading renewable energy electricity retailer that is rated 5 stars in the Green Electricity Guide by Greenpeace and 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 dedicated, empathetic, pragmatic, and commercially driven Complaints and Hardship Escalations Specialist to join our dynamic team. This role would be responsible for investigating and resolving more complex customer inquiries and complaints. Additionally, this role would include maintaining regular customer service, responding to customer inquiries, and contacting customers experiencing financial hardship, arranging suitable payment plans, and identifying external financial assistance such as government grants. The successful candidate will be seeking to step up and build upon their customer complaints handling experience and will possess excellent communication and problem-solving skills. As a Complaints & Hardship Escalations Specialist with Diamond Energy, you will be responsible for: Responding to escalated customer calls that require investigation/problem solving Assisting customers that are eligible for entering hardship and tailored assistance programs including escalated payment plans Monitoring customers that are classified as tailored assistance and standard assistance, including routine reviews in CRM Assessing customer eligibility for various forms of government assistance (including URGS, vouchers) Monthly reporting of hardship and tailored assistance Updating customer and lead status in CRM and associated customer tracking systems Identifying opportunities to improve processes and/or services for complaints management and hardship (including tailored assistance and standard assistance) Effectively answering inbound customer calls and following up on email queries, with a focus on customer retention and enhanced customer experience Negotiating customer payment plans and facilitating payments within business rules Working with our other teams across the business to help deliver a great end-to-end customer experience You will be successful in the role if you possess: Exceptional customer service skills, customer focus ethic, and empathy Excellent verbal and written communication skills and active listening skills Well-developed problem-solving skills Attention to detail, process and outcome-focused Ability to multi-task and follow through on commitments Effective at engaging and empathizing with customers through inquiries and operational processes including the ability to identify and manage exceptions in a timely and proactive manner General IT skills including working knowledge of MS Excel, Word, Outlook, and CRM systems Ability to work as part of a close-knit team in a dynamic and growing business with a strong interest in renewable energy 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 Complaints & Hardship Specialist will directly impact our ability to help our customers live greener and cleaner. Diamond Energy prides itself on being a diverse and equal employment opportunity employer. Your application will include the following questions: Do you have full working rights in Australia? Will you need visa sponsorship either now or in the future? How many years of experience do you have in a similar role, handling customer complaints and hardship? What are your salary expectations for this role? What motivated you to apply for this role? #J-18808-Ljbffr