Behind the Meter

2 weeks ago

Melbourne, Victoria, Australia Intellihub Group Full time
Company Description

Here at Intellihub, we put our people first. Our talented, dedicated and passionate workforce strive to help us to become one of the leading utility services companies that delivers innovative metering and data solutions that maximise digital and new energy services.

We currently have over 2,600,000 meters under management and this number continues to grow. With over 400 employees across Australia and New Zealand, diversity and inclusion are core values of Intellihub and we are deeply committed to promoting equal opportunities for all our employees and a positive, safe and productive workplace for all.

Your Team

Welcome to the Behind the Meter (BTM) a fresh, dynamic team on a mission to power the future We're all about crafting cutting-edge, digitally powered renewable energy solutions like solar panels, batteries, and EV chargers that help more people electrify their homes. Our passion? Creating value, sparking innovation, and delivering an unforgettable customer experience with every interaction at Intellihub. Ready to be part of something big?

Job Description

In this role, you'll be at the heart of our customer journey championing exceptional service and ensuring every interaction leaves a positive impression. You'll wear many hats, from problem-solver to communicator, all while keeping our customers informed, supported, and delighted. Here's a snapshot of what you'll be owning day-to-day:

Your Key Accountabilities
  • Respond promptly and clearly to customer questions about solar, batteries, installations, and subscriptions
  • Guide customers smoothly through pre- and post-installation steps, including scheduling and updates
  • Support billing, payment plans, financial difficulties, and subscription management
  • Log technical issues accurately for quick resolution by engineering teams
  • Deliver empathetic, engaging customer experiences across voice, email, SMS, and chat channels
  • Resolve inquiries on first contact and confidently manage escalations to successful outcomes
  • Identify and suggest improvements to enhance processes and service delivery
  • Manage customer accounts, billing cycles, invoices, payments, and collections efficiently
  • Keep all customer data and interactions up-to-date in Intellihub systems
  • Help create clear, customer-friendly communication templates and scripts
  • Be a flexible, proactive team player committed to our growing business and brand
  • Maintain NETCC compliance and promote a safe, healthy work environment

Qualifications
  • Exceptional communication and interpersonal skills, both written and verbal.
  • Ability to build rapport and provide exceptional service to customers.
  • Strong active listening skills and the ability to understand customer needs.
  • Problem-solving skills and the ability to find solutions to customer inquiries.
  • A passion for renewable energy and sustainability is a plus.
  • Basic technical knowledge of solar panels and home battery systems is an extra bonus but as a minimum, capability to learn and absorb technical information
  • Prior experience in a fast-paced sales & customer service environment
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Super organised, ability to prioritise tasks, manage time effectively, and meet deadlines.
  • An amazing team player who lives our Intellihub values; Look after each other, Do the right thing, Be bold Be brave, Together we own it.

Additional Information

Sound exciting? Join a company with an incredible culture, endless growth opportunities, and flexible hybrid working. Apply now and help shape the future of energy
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