Customer Service Representative

• Dynamic and supportive team environment
• Sustainability and energy efficiency sector
• Growth opportunities

We are looking for a Customer Service Representative to join our team based in our Melbourne (Abbotsford) Office.

The role of the Customer Service Representative (CSR) is to be Ecovantage’s primary point of contact. The CSR will act as a liaison, to provide product and service information, answer questions and provide solutions to assist our customers achieve their desired outcomes.

This role is a customer focused, solutions based position. Suitable candidates will have a proven track record of providing outstanding customer service. Candidates will have an interest in energy efficiency products and services as a means to reduce energy consumption and carbon emissions.

This is a full-time, Monday to Friday position reporting to the Residential Business Development Manager.

Responsibilities:

• Handling incoming calls and emails from customers as well as making outbound calls to customers
• Assisting customers with enquiries relating to energy efficiency upgrades
• Working with our internal team to action delivery of relevant upgrades
• Responding to questions about the company, its products or services
• Resolving customer complaints and escalating them when necessary
• Updating and maintaining records of customer interactions
• Achieving key performance indicator targets, such as average handling time and time in queue

What will make you successful?

• To be successful in this role, the ideal candidate will possess the following skills and experience:
• 3-5 years experience in a similar role or industry
• Able to build rapport with customers to discover their needs and to direct their queries
• Familiarity with CRM systems and practices (ideally Hubspot)
• Organised and able to meet deadlines
• High attention to detail and proactive work approach
• Excellent communication skills
• Outstanding customer service skills
• Ability to exercise initiative and problem-solving skills
• Strong interpersonal skills and an ability to maintain relationships with customers
• Ability to remain calm when interacting with customers who are stressed or upset
• Strong problem-solving skills
• Good computer literacy and data entry skills
• Thorough knowledge of the company and its products or services
• Experience and ability to work in a team environment
• Ability to work autonomously and as part of a team

We offer

• A competitive salary based on your skills and experience.
• We are a hybrid business, so you will have the ability to work from home for 2 days and the office for 3 days. We are located in Abbotsford
• A collaborative work environment with a supportive team that is passionate about sustainability and the environment.
• Diverse and inclusive culture.
• Fantastic growth opportunities.

How to apply:

If you feel this is the role for you, we encourage you to apply. Please include your resume and cover letter as part of your application.

Please visit our website (ecovantage.com.au) for more information on Ecovantage.

The Company

Ecovantage specialises in sustainable energy practices and tailored energy-saving solutions for commercial and industrial organisations, small to medium enterprises, and Australian households. They’re one of Australia’s oldest, largest and most versatile Accredited Certificate Providers, providing clients with access to all Australian federal and state energy saving schemes.

Ecovantage are the experts in reducing emissions, energy use and bills, while maximising energy rebates. They guide businesses in sustainable energy practices and empower households to live more efficiently.

Their accredited services and tailored solutions range from strategic consulting to the implementation of effective energy-saving technologies, providing a financially viable path to a more sustainable future.

The Energy Efficient Products & Services team equips businesses with innovative energy-efficiency solutions through heat pump hot water and LED lighting upgrades, clean energy generation with solar, and smart energy use through battery storage and electric vehicle charging. Following a comprehensive approach from site assessments to installation and maintenance, Ecovantage helps businesses reduce overheads, meet compliance needs and sustainability ambitions, and take control of their energy future.

Ecovantage’s Energy & Carbon team offers energy audits and assessments, NABERS ratings, carbon neutral certification through Climate Active, Measurement & Verification services, as well as compliance, certificate generation and trading for all Australian Carbon Credits, Renewable Energy Certificates and White Certificates.

Established in 2007, Ecovantage is proud to be certified Climate Active carbon neutral for its business operations, and has over 70 passionate employees across its offices in Victoria, South Australia, New South Wales and Queensland.