New Technology Customer Relationship Consultant

1 week ago

Melbourne, Victoria, Australia Agl Energy Full time

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you're set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now's an extraordinary time to work with us. We're taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That's what we call progress. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role

As the New Technology Customer Relationship Consultant, you will join a small, high-performing team that supports a range of new and innovative residential products for Emerging Products and Wholesale (SA VPP, Buy a Battery, Bring your own battery, Demand Response, Smart Home & more).

You will manage cases and inquiries to resolve non-standard AGL products and Services

The role's focus will be to understand the technology at a deep level and support our customers participating in trials or using AGL installed products.

A key responsibility will be to cover the entire customer journey from post-sale, warranty and support through to end of life or end of warranty of the product.

Enquires will be varied across monitoring, account related questions and will include quite technical investigation and in-depth inquiry to solve problems working with specialists across the business and external vendors. It will also include debt collection and management of difficult or escalated cases

What you'll be doing:
- Case manage all customer enquires across the portfolio- Resolve customer queries in line with the specified service level agreement- Interface with other teams within Emerging Products, Wholesale Markets, Customer Markets and externally to resolve the customer issue- Reduce customer effort and increase customer advocacy- Ensure cases are accurately logged with clear and concise notes

About You

This is a unique opportunity to join a high performing team of people with excellent technical knowledge across the breadth of new technology products, including solar, batteries, battery orchestration, monitoring, smart devices and managing energy demand.

What you'll bring to the table:
- Excellent customer service and communication skills including the ability to effectively influence and negotiate- Experience within a service role with evidence of solving complex customer enquiries- Demonstrated understanding of residential tariff structures, customer offers, meter types, solar & batteries is a bonus- The ability to analyse issues and solve non-routine problems- A technical mindset or genuine interest in new technology

COVID-19 Vaccination Policy

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
Job Family Group:
Customer Service

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