Customer Specialist, Electrification & Innovation

at  AGL Energy

Join the change. Together, we’ll make history.
As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia’s best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
Customer Specialist, Electrification & Innovation
The Customer Specialist role is responsible for building and maintaining customer relationships across multiple products and Value Streams, with a focus on delivering an exceptional customer experience. The Customer Specialist helps to nurture our customer base for our current and future incubation businesses, such as electric vehicle subscriptions, home charger installations, and home electrification products and services. This includes working with a diverse group of stakeholders, such as suppliers, field service providers, and partners, to ensure operations are running smoothly for customers. This role sits within the Operations Enabling Function which is responsible for logistics and operational activities that are critical to E&I.

About the role:

• Customer Contact and Servicing: Deliver exceptional service for E&I products by proactively resolving issues, communicating through various channels, and supporting customers from quotation to post-sale, ensuring satisfaction throughout delivery, installation, and billing processes.
• Customer Communications: Build and maintain relationships with customers through direct contact (phone and email) to provide education on our suite of products, link them to further electrification opportunities that may suit their needs.
• Customer Communications and Post-Sales Support: Build and maintain customer relationships via phone and email, educating them on products and linking them to relevant electrification opportunities. Provide thorough post-sales support, including troubleshooting, technical assistance, and warranty management, collaborating with third-party technical teams to promptly resolve issues.
• Sales and Revenue Generation: Where required, proactively engage with potential customers, showcasing the benefits and features of our electrification products. Drive sales through effective communication, product knowledge, and understanding of customer needs.
• External Relationships: Work with external parties including third-party suppliers, field service managers and partners to ensure logistics and installations are managed while providing a great customer experience. Track and resolve key issues and risks with external parties, such as reporting on adherence to agreed timeframes.
• Operational Delivery: Support all customer lifecycle processes, including onboarding, billing, and offboarding. Contribute to process design, operate with a lean, agile mindset, and ensure regulatory compliance and high NPS results.

About you:

• Experience and Knowledge: 2-3 years in customer service, preferably in energy, electrification, or technology sectors, with a solid understanding of electrification technologies and markets.
• Communication Skills: Excellent written and verbal skills, able to convey complex technical information clearly and provide comprehensive responses.
• Customer Focus: Strong focus on delivering exceptional service, building, and maintaining positive relationships, and demonstrated sales skills.
• Problem-Solving and Technical Skills: Effective troubleshooting, problem-solving abilities, and familiarity with Agile methodologies and tools.
• Personal Attributes: Positive attitude, strong negotiation skills, willingness to learn, and ability to work autonomously in a fast-paced, startup environment.

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Access to an additional week of recharge leave per year.
• Novated leasing and Electric Vehicle subscriptions.
• Benefits may change over time and vary based on role type and location.

If this role reads like a fit for you, please submit your application by Tuesday 18th of June 2024.
Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
www.agl.com.au/careers
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
Location:

• Customer Contact and Servicing: Deliver exceptional service for E&I products by proactively resolving issues, communicating through various channels, and supporting customers from quotation to post-sale, ensuring satisfaction throughout delivery, installation, and billing processes.
• Customer Communications: Build and maintain relationships with customers through direct contact (phone and email) to provide education on our suite of products, link them to further electrification opportunities that may suit their needs.
• Customer Communications and Post-Sales Support: Build and maintain customer relationships via phone and email, educating them on products and linking them to relevant electrification opportunities. Provide thorough post-sales support, including troubleshooting, technical assistance, and warranty management, collaborating with third-party technical teams to promptly resolve issues.
• Sales and Revenue Generation: Where required, proactively engage with potential customers, showcasing the benefits and features of our electrification products. Drive sales through effective communication, product knowledge, and understanding of customer needs.
• External Relationships: Work with external parties including third-party suppliers, field service managers and partners to ensure logistics and installations are managed while providing a great customer experience. Track and resolve key issues and risks with external parties, such as reporting on adherence to agreed timeframes.
• Operational Delivery: Support all customer lifecycle processes, including onboarding, billing, and offboarding. Contribute to process design, operate with a lean, agile mindset, and ensure regulatory compliance and high NPS results