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Customer Service Representative

1 week ago

North Sydney Council, Australia National Carbon Bank of Australia Full time

At National Carbon Bank of Australia, we are committed to helping clients minimise the financial burden of installing renewable energy systems.

About Us

We are a rapidly growing business with boundless opportunity for personal and professional growth. Our team is passionate about the energy efficiency sector and dedicated to delivering gold standard outcomes for customers.

The Opportunity

We are seeking a highly motivated Customer Service Officer to join our Client Services Team. As a key member of our team, you will be responsible for managing and developing relationships with new and existing clients, providing service excellence through the environmental certificate creation process.

  • You will play an integral role contributing to the overall sustainability of National Carbon Bank of Australia, working closely with other members of the CSO team and wider business to deliver outstanding results for customers.

Key Responsibilities:

  • Answer incoming calls to the office and build strong relationships with key customers as their main point of contact at NCBA.
  • Provide an overview to clients of the NSW Energy Savings Scheme (ESS), Peak Demand Reduction Scheme (PDRS), and assist in registering new customers and answering queries by phone or email.
  • Take personal ownership for the processing, submission and investigation of certificate creations across a number of different renewable energy schemes.
  • Advise and consult with clients to resolve issues with certificate creations, help with enquiries and in particular assist with client use of our online platforms and requests for information on forms.
  • Validate compliance documentation and liaise with clients to document collection requirements.
  • Update and maintain department processing manuals and contribute to process improvements.

We Offer:

  • A flexible work environment supporting working-from-home opportunities as well as increasing paid non-workdays off (Wellness Days) as service milestones are met.
  • Participation in our annual profit share employee incentive program.
  • Paid public transportation incentive program.
  • A collaborative work environment with an open and honest culture and a team who are passionate about the energy efficiency sector.
  • A leadership team committed to helping you succeed with decades of experience servicing customers in the energy efficiency and renewable markets.
  • The opportunity to grow with the largest certificate creator in Australia with offices across NSW and VIC.
  • Commitment to your personal and professional learning and development.
What We're Looking For

We're looking for a goal-driven individual with a desire to learn and investigate complex subject matter and communicate it coherently to clients.

  • Strong analytical skills when resolving problems with customers and team members.
  • General competency with picking up technical systems & platforms, alongside an understanding of the Microsoft Suite of applications.
  • Exceptional attention to detail and accuracy in terms of compliance, governance and risk management.
  • The ability to explore needs through listening and having consultative conversations.
  • The ability to plan, manage and prioritise your time.
  • The self-awareness to recognise the impact you have on others.