Internal Customer Retention Specialist

5 days ago

Mascot NSW, Australia Clean Power Australia Full time $60,000 - $80,000 per year

  • Close to public transport (Mascot)

  • Industry training provided

  • Newly built office & great company culture

About Clean Power Australia:

Clean Power Australia is a fast moving and rapidly expanding Solar and Battery Retailer operating across NSW, QLD and ACT.

We provide a wide range of renewable energy options in the residential sector. Our systems are custom designed and built to suit each individual property. We pride ourselves on exceptional customer service from first enquiry to completion of construction and provide an all in-house service.

About The Role:

The Internal Customer Retention Specialist is responsible for owning the customer relationship from the point of sale through the end of the cooling-off period. This role is vital to ensuring a smooth transition from purchase excitement through any doubts or buyer's remorse. The specialist provides each customer with a "safe space" to check facts, air concerns, and resolve misunderstandings, with the goal of minimizing cancellations and building lasting trust.

Key Responsibilities:

  • Complete a personalized onboarding call within 24 hours of sale to welcome the customer, set expectations, and provide a direct line for any questions

  • Proactively check in at key milestones (e.g., after audit, before installation)

  • Offer a non-judgmental, supportive environment where customers can ask questions, clarify details, and discuss any concerns

  • Address misunderstandings early and provide clear, honest information about the process

  • Identify and address early signs of hesitation or regret

  • Reinforce Clean Power Australia's value: financial benefits, energy independence, VPP rewards, and trusted local support

  • Escalate complex issues to the relevant teams and ensure follow-through

  • Keep detailed notes in the CRM for all interactions

What we offer:

  • Base the ability to earn extra in commissions

  • Brand new office & super closer to public transport (Mascot)

  • Full-time hours Mon-Fri (NO WEEKENDS)

  • Join a fun, high-achieving team who become your friends

What you will need:

  • Exceptional communication and active listening skills

  • Empathy, patience, and a solutions-oriented mindset

  • Ability to create a welcoming, safe space for open conversation

  • Strong organizational skills and attention to detail

  • Confidence in handling difficult conversations and resolving issues

  • Clear understanding of Clean Power Australia's key messaging and product offering

The recruitment process will be a phone interview followed by a face to face in our office in Mascot

If you are interested, please attach your CV and we will give you a call.

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