We are unique

We are a regional business that thinks on a global level. We work with determined, passionate and curious people to empower communities to share and use energy for a better tomorrow. With a network that powers 95% of NSW and parts of Southern Queensland, we ensure homes, hospitals, schools, businesses, and services stay connected.

Join a dedicated team who are passionate about providing the highest level of customer care as possible! We currently have opportunities to join the Customer Contact Team as a casual.

Your new role

As a Customer Contact Officer, you will be responsible for providing professional and high-level customer focused service, primarily involved with system outage and network inquiries to meet customer needs, business performance and assist in the achievement of operational goals.

The Customer Service Branch is responsible for the delivery of efficient customer service and effective management of Customer, Retailer and Key Stakeholder relationships. The branch is also responsible for compliant and efficient interactions with Australian Energy Markets and its participants.

We have multiple roles and days on offer, working from home in a hybrid work environment. There will be an initial compulsory full-time two-week training block where you will be required to attend face to face in Port Macquarie. From time to time our team comes together for connection, collaboration and team building, this also takes place in Port Macquarie.

Your Experience

• Proven experience in a similar contact centre role/customer service
• Demonstrated experience in problem solving and negotiation skills when dealing with stakeholder enquiries and complaints
• Experience to evaluate customer information, check calls and provide accurate and quality information to staff, including the collection of relevant and accurate information to assist with rapid field staff deployment and network incident interruption rectification

Your Skills

• Ability to effectively navigate, maintain and use multiple information systems
• Problem solving and conflict resolution skills
• Strong communication and customer service skills with the ability to interact with a diverse range of people and handle all types of stakeholder and customer enquiries
• Ability to use initiative, be proactive, make decisions and take responsibility
• Ability to handle sensitive and confidential information with tact and diplomacy
• Time management techniques and organisational skills with the ability to meet business targets, perform under pressure and manage a complex and varied workload
• Flexible team player with a willingness to work effectively in a professional, busy and diverse team environment
• Strong skills in computer operations and business systems relevant to the role.

Your Qualifications

• Certificate III in Customer Contact or demonstrated capability through past employment experience and/or relevant qualifications.

What we offer

As an Essential Energy team member, you’ll enjoy such benefits as:

• Competitive remuneration and 16% Superannuation

We offer fantastic local and regional career opportunities limited only by your own drive and determination.

Working for this large and diverse organisation, employees can take advantage of a range of learning and development opportunities, including leadership programs.

At Essential Energy we are united in our purpose and live our values. We operate in an exciting and rapidly changing environment, thrive in a culture that’s all about teamwork and are here for our customers.

For more information, please contact Megan Warrington, Customer Contact Team Coach, on 0427 019 524.

Applications close Tuesday 3 October at 11.55 pm AEST.

Passionate people. Global thinking. Regional heart.

Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.

As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.