Job Title : Customer Care Representative
Location : Mackay QLD
Company : Energex
Salary :
Open Date : 2023-03-24
Close Date : 2023-07-24

• New opportunities to join our Mackay Customer Solutions Centre
• Permanent full-time roles available
• Attractive remuneration commencing from $68K + superannuation

About us:

Due to significant growth across the business, and a policy to promote from within where possible, Ergon Energy Retail is expanding to a new site in Mackay.

We’re an active part of our regional communities and support the creation of local employment, with 100% of our Customer Care Representatives located in Rockhampton, Townsville and newly opened site in Mackay.

In partnership with our customers for over two decades, we’ve helped to raise more than $16 million for the Royal Flying Doctors Service for all Queenslanders. Watch this short video to see how Ergon Energy Retail is actively involved within communities through the continuous support to the Royal Flying Doctors Service.

About the role:

Click here for information about the role our business and to hear from some of our Customer Solutions Centre team members.

Our Customer Care Representatives provide first class customer service to household and business customers throughout Regional Queensland. As the customers first point of contact, Customer Care Representatives are responsible for ensuring high volumes of queries (received via telephone and email) are responded to in an efficient and professional manner.

About our current opportunities:

We are pleased to offer multiple opportunities within our newly opened Customer Solutions Centre (CSC) in Mackay. Successful candidates must be available to work on a varying roster from 7.30am to 5.30pm, Monday to Friday. Roster options of:

• Permanent full-time 36.25 hours per week (9-day fortnight);
• Permanent full-time 40 hours per week (10-day fortnight)

NB: Successful candidates must be available for 5 weeks of full-time training prior to commencing as a Customer Care Representative.

To support candidates in their training experience, we are offering two groups of training. Please ensure you select your preferred training commencement date when completing application, the dates available are;

• Group 1 - commence 22nd May 2023
• Group 2 - commence 5th June 2023

Remuneration commences from $68K - $79K per annum + superannuation (relevant to the 9 / 10 day roster option). Conditions of employment are in accordance with the Energy Queensland Retail Union Collective Agreement 2020. Your salary will be reviewed as you demonstrate competency in the role.

We’re interested in hearing from people who have:

• Communication skills: The ability to effectively communicate with customers over the phone and email to resolve their inquiries in a professional and empathetic manner;
• Computer Skills: Demonstrated proficiency in using computer systems and software;
• Numeracy and Literacy: Excellent written and oral communication skills with a focus on clarity and accuracy;
• Active listening: The ability to listen carefully to customers concerns and questions, and to respond in a way which shows understanding and empathy;
• Problem-solving skills: The ability to identify the root cause of a customers issue, and to find satisfactory solutions for the customer and in line with company policies;
• Patience: The ability to remain calm and patient, even in difficult or high-pressure situations;
• Adaptability: The ability to quickly adapt to changing situations and to learn new systems, processes, and technologies as needed;
• Time Management: The ability to handle multiple tasks and priorities, and to manage time effectively, to ensure all customer requests are handled promptly and efficiently;
• Agility: The ability to adjust to changing customer needs and handle a fast-paced dynamic work environment;
• Customer Focus: A strong commitment to delivering excellent customer service and a desire to help customers find a suitable solution;
• Teamwork: The ability to work effectively as part of a team, to share information and knowledge, and to support colleagues when needed;
• Development: Demonstrated positive attitude to learning and development. An ability to embrace new ideas and technologies.

Our people are critical to our success, at Ergon Energy Retail you will experience:

• Attractive remuneration and superannuation;
• Comprehensive training, with ongoing coaching and support;
• Access to ongoing training and career development opportunities;
• Fun team environment with theme days and activities.
• Gender neutral paid parental leave (14 weeks); 3
• Access to our free Employee Assistance Program (EAP);
• Paid Volunteer Leave;
• As part of our diverse workforce, we support flexible work opportunities;
• Domestic and Family Violence Support;
• Discounted gym memberships via Fitness Passport;
• Corporate Health Insurance discounts;
• Skin Check reimbursement.

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