Behind the Meter - Customer Experience Specialist

JobsCloseBy Editorial Insights

Intellihub is hiring a Behind the Meter - Customer Experience Specialist in Melbourne for a full-time onsite post-install role focused on solar and home battery support. You’ll guide the customer journey after installation, delivering empathetic, multi-channel service while coordinating scheduling, documentation, proactive monitoring and troubleshooting. Success hinges on proven customer service excellence, active listening, the ability to translate technical concepts into clear guidance, and a mindset for process improvement; you’ll work with billing and engineering to log issues and escalate when needed. To apply, tailor your resume to show first contact resolution, cross-functional collaboration, and measurable outcomes, and demonstrate alignment with Intellihub values Look after each other, Do the right thing, Be bold Be brave, Together we own it, plus a passion for renewables.

Company Description

Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.

With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.

Job Description

In this role, you’ll be at the heart of our customer journey championing exceptional service and ensuring every interaction leaves a positive impression. You’ll wear many hats, from problem-solver to communicator, all while keeping our customers informed, supported, and delighted.

The primary purpose of the role is to provide exceptional customer service and ongoing support to customers following the installation of consumer energy solutions, including solar and home battery systems. The role supports customers throughout their post sales journey and plays a key role in ensuring seamless customer interactions and the continuous optimisation of service delivery processes, optimisation software, customer apps and proactive monitoring services to maximise customer value, system performance, and customer engagement..

Here’s a snapshot of what you’ll be owning day-to-day:

Your Key Accountabilities

• Respond promptly and clearly to customer questions about solar, batteries, installations, and subscriptions and any other energy products sold
• Guide customers smoothly through pre- and post-installation steps, including scheduling, documentation and status updates
• Proactively monitor customer systems using the optimisation software platform, identifying potential issues and engaging customers to provide timely troubleshooting and support
• Support billing, payment plans, financial difficulties, and subscription management
• Log technical issues accurately for quick resolution by engineering teams
• Deliver empathetic, engaging customer experiences across voice, email, SMS, and chat channels
• Resolve inquiries ideally on first contact across relevant communication platforms (phone, SMS, email, LiveChat) and confidently manage escalations to successful outcomes, liaising collaboratively with other business units or external suppliers as required
• Identify and suggest improvements to enhance processes and service delivery

Qualifications

• Demonstrated experience providing exceptional customer service
• Ability to build rapport and provide exceptional service to customers
• Strong active listening skills and the ability to understand customer needs
• Problem-solving skills and the ability to find solutions to customer inquiries
• Ability to identify and improve processes to create a better customer experience or improve internal communication or administration
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Organised, with the ability to prioritise tasks, manage time effectively, and meet deadlines.
• An amazing team player who lives our Intellihub values; Look after each other, Do the right thing, Be bold Be brave, Together we own it
• A passion for renewable energy and sustainability is a plus
• Basic technical knowledge of solar panels and home battery systems is an extra bonus but as a minimum, capability to learn and absorb technical information

Additional Information

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package. 

Sound exciting? Apply now and be part of a team that's shaping the future of energy.