Customer Service Representative

• $85k + 15.5% super + fortnightly RDO
• We are a diverse and inclusive team that provides opportunity for growth.
• Together we can create brilliant customer experiences and deliver great outcomes.

Just imagine a future where households and businesses can generate their own energy and sell it back to the grid, ultimately connecting communities and empowering lives. Are you ready to play your part in an evolving industry?​

Ausgrid is on an exciting transformation journey and now is the time to be a part of something big. We are proud to service Australia’s east coast, as a leading business in energy distribution, delivering a safe and reliable electricity supply to more than 1.8 million homes – that’s over four million Australians relying on us every day.
 

Our vision is simple; for our communities to have the power for a resilient, affordable net zero future. ​ 
 

We take pride in knowing that the work we collectively achieve today, will transform the world tomorrow. We value a culture of working and living safely, being customer focussed, commercially minded, collaborative, honest, accountable, and respectful. Our values are not just initiatives driven by leaders; they define the way we work.

About the Role
Reporting to the Contact Centre Team Leader, our Customer Service Representatives are the front-line face of our organisation. In this role you are part of the emergency response team and the first touch point for many of our customers. You are responsible for delivering a best practice customer and stakeholder experience.

You will work across multiple communication channels and platforms, telephone, email, and social media services. Interacting with our customers and a variety of stakeholders across the business ensuring efficient and effective delivery of Customer Service.

This varied role will give you consistent learning opportunities and the opportunity to develop your existing Customer Service skills in a fast-paced team environment.

• We are seeking to fill various roles, including full time, part time and fixed term positions.
• We require someone who can commit to working between the hours of 6am to 6pm, Monday to Friday, and is flexible and available for on-call/emergency overtime after hours and on weekends as required.
• This role will deal with a diverse customer group and types of enquiries.

We are making moves!  We are relocating our services from Wallsend to our new state-of-the-art northern headquarters in the heart of Newcastle during 2024.
 

About You
We are looking for a Customer Service Champion! The successful candidate will have a passion for achieving and have extensive experience in a forward-thinking Customer Service role. You will be a confident and proficient multitasker. You will have experience in using multiple communication channels, social media and multiple software applications simultaneously. You are a natural problem solver who takes pride in delivering exceptional Customer Service.

Skills

• Ability to thrive in a fast-paced emergency contact centre environment.
• Professional, resilient, and confident with a genuine Customer Service delivery focus
• Confident to navigate new technology and multiple software applications simultaneously.
• Proven analytical ability, problem solving, negotiation, and conflict resolution skills, with the aim of a successful outcome in a challenging environment.
• Ability to maintain logical thought processes and remain calm in stressful situations and challenging circumstances.
• Demonstrate the highest standards of professional conduct and support for others.
• Learn quickly and develop your capability whilst embracing feedback.
• Demonstrate proficiency in verbal and written communication skills and well‐developed interpersonal skills.
• Communicate effectively by listening, showing appropriate empathy, and adapting your communication style to the situation.

Requirements

• Confident and professional phone manner
• Maintain calm resilient composure in stressful situations.
• Accurate keyboard skills and computer literacy
• Strong written communication skills 
• Flexibility and willingness to support emergency response situations out of normal rostered hours.
   

Grow with Ausgrid
To continue building on our rich heritage, we actively invest in our people’s development through secondments, onsite training, mentoring circles, e-learning, Australian Graduate School of Management programs (UNSW) and study assistance.

It is through our investment in our people that the average tenure across the business is 14 years and our current turnover is sitting at a market competitive rate of just 3.9%.  

Ausgrid Perks
Revel in more than just a competitive salary! Our employees enjoy a dynamic range of market leading support and safety services, wellbeing programs, corporate discounts, and flexibility arrangements in many forms.

Our people are paramount to the continued success of Ausgrid, therefore celebrating great work is important to us! It’s not just the big wins that count, we have provided our employees the opportunity to applaud peer successes daily through our Amped Recognition Program. But let’s not forget the major milestones! For those ready to exceed expectations, anticipate a nomination for a CEO award at our formal end of year Award gala.
 

Belonging at Ausgrid
To deliver the best possible service to our customers we strive towards a workforce that reflects the diverse community that we serve. Ausgrid is committed to creating a diverse and inclusive workforce and we encourage applications from women, people from culturally diverse backgrounds, people with disabilities, people from the LGBTQIA+ community and First Nations people.

Here's a breakdown of the application timeline:

• Week of March 22nd: Initial shortlisted candidates will be invited for a video interview.
• Week of April 8th: Face-to-face interviews will be conducted.
• May 6th: Commencement date for the successful candidates.
   

If this sounds like the role for you then we would love to hear from you. Apply today!