Customer Support Specialist - New Builds

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Smart Energy Group is hiring a Customer Support Specialist for the New Builds Channel in Melbourne to own the post-installation journey for new residential solar systems, coordinating grid connection, approvals, and customer experience from commissioning to export. The role requires 1-2 years in customer service, superb organization, strong written and verbal communication, and a proactive, solutions-driven mindset. You’ll liaise with distributors, builders, homeowners and internal teams, monitor progress, keep records, and escalate bottlenecks. Bonus for solar or utility experience and Victorian grid knowledge. For a strong application, tailor your resume to show multi-stakeholder coordination, regulatory documentation, and measurable impact on customer outcomes; highlight a customer-first approach and your enthusiasm for cleaner energy, noting the on-site Melbourne requirement.

Help Australian homeowners switch on their energy future.

At Smart Energy, we're helping thousands of Australian households embrace smarter living through solar, battery storage, EV charging, hot water heat pumps, and home electrification solutions. 🌏☀️

What started as two mates in a Byron Bay warehouse has grown into one of Australia's fastest-growing home electrification businesses, with 15+ offices nationwide and a reputation for innovation, exceptional customer service, and industry-leading results.

Now backed by Rinnai Australia, we're entering an exciting new phase of growth and looking for a proactive and customer-focused Customer Support Specialist to join our New Builds team. 

If you love solving problems, keeping things organised, and making a genuine difference to people's experience, we'd love to hear from you.

🚀 The Opportunity

As the Customer Support Specialist with our New Builds Channel - you will own the post-installation customer journey for new residential solar systems, ensuring every customer successfully progresses from system commissioning through to grid connection and export approval. The role is responsible for coordinating stakeholders, managing documentation and approvals, proactively resolving issues, and delivering an outstanding customer experience throughout the process.

⚡ What You'll Be Doing

Manage the end-to-end grid connection process for new residential solar installations.

Proactively monitor commissioned systems to ensure all required documentation and approvals are completed in a timely manner.

Liaise with electricity distributors, retailers, builders, homeowners, and internal teams to facilitate successful grid connection and export approval.

Actively follow up outstanding applications, approvals, and customer actions to minimise delays.

Respond to customer enquiries relating to solar system operation, grid connection status, export approval, and related processes.

Maintain accurate records and updates within company systems.

Communicate proactively with customers regarding the progress of their connection and any delays or issues encountered.

Identify and escalate process bottlenecks or recurring issues that may impact customer outcomes.

Support continuous improvement initiatives within the Customer Success and Quality Assurance teams.

Deliver a positive customer experience throughout the post-installation process.

🌟 What We're Looking For

You'll thrive in this role if you have:

• 1-2 years experience in customer service, administration, or another customer-facing role.
• Exceptional organisational and time-management skills.
• The ability to manage multiple tasks and competing priorities.
• Strong computer and administrative skills.
• Excellent written and verbal communication.
• High attention to detail and accuracy.
• A proactive, solutions-focused mindset.
• The confidence to build strong relationships with customers and stakeholders.
• A genuine passion for delivering exceptional service.

Bonus Points If You Have:

• Experience in the solar, renewable energy, electrical, construction, or utilities industries.
• Knowledge of Victorian grid connection processes and distributor requirements.

Why Join Smart Energy?

Join one of Australia's fastest-growing home electrification businesses.
Be backed by the strength and stability of Rinnai Australia.
Work with a supportive, collaborative, and energetic team.
Genuine opportunities for career growth and internal progression.
Play a meaningful role in helping Australians transition to a cleaner energy future.
Be part of a business where your work has a direct impact on customer outcomes and company success.