Customer Champion

About DC Power Co

DC Power Co is a Melbourne-based solar power startup established in 2018 through the world’s largest crowdfunding equity campaign for the launch of a business. We help people move to renewables in their home and make the most out of their solar and battery storage when they do. We offer:

• Residential solar and battery storage
• Digital insights to help people make the most of their solar system and save money.
• Solar-friendly energy plans (through our energy retail partner)

DC Power Co was established by our four co-founders to serve the 2.5 million Australian homes with solar, who have historically not been looked after by the energy or solar industry. We believe people who have invested in renewable energy should be rewarded and supported, and we’re just the people to do it! 

We take a customer-centric and digital-first approach to our products and services and we’re in need of a Customer Champion who has strong skills in this space. 

We’re an empathetic and inclusive bunch who love a laugh and the occasional chat about politics, climate change and the latest trashy Netflix series. We’re also partial to a piece of cake and the occasional glass of prosecco. The team currently works flexibly and remotely (due to COVID-19) and we encourage people to apply from all backgrounds or circumstances. 

 

About the role

The Customer Champion is a key role within our small company, who is responsible for pipeline management predominantly of solar and battery customers, managing incoming customer queries from leads and proactively coordinating and communicating with customers through the fulfilment process. This is unlike your usual solar retailer – we take a digital-first approach and use e-commerce best practice for sales and fulfillment. 

Reporting to the Operations Manager, you will work within a close-knit team to: you’re the first point of contact for the business, taking incoming phone calls and responding to emails from sales prospects, answering their questions and solving their problems; be the single point of contact for the customer throughout their buying experience with DC Power Co (from deposit, through to installation); learn our fulfilment process and complete key operational tasks to ensure customers move through it quickly and efficiently; report both qualitatively and quantitatively on customer progression; and ensure the customer is well informed and happy.

We’re looking for someone who has an interest in renewable energy, likes a fast-paced environment and who isn’t afraid to get things done. You are someone who is proactive, an excellent communicator and you take responsibility. Experience in solar power and solar batteries is favourable, as we will look for you to apply that knowledge to our digital-first methodology. You are also a fan of making things easy for customers using digital tools and have a strong ability to problem solve. This role is ideal for someone who likes interacting with people and can anticipate customer needs.

The role is currently four days a week (same as the majority of the team), and working remotely. In the new year, once there is a little more certainty regarding COVID-19, DC Power Co will likely have an office space. There is also the possibility of this role moving to full time in 2021, if that is something you are interested in. 

 

Key accountabilities

• Be the customer champion and manage customers through the digital fulfilment processes
• Proactively manage customers through the pipeline by identifying potential issues and diffusing them
• Make the process, that can seem overwhelming to the customer, simple and easy to understand
• Communicate changes and answer questions directly with the customer, getting the customer fulfillment complete in a timely manner
• Escalate issues to Operations Manager when identified, and work with them to proactively problem solve.
• Record movements through the fulfilment funnel in our CRM
• Report both qualitatively and quantitatively on customer progression throughout the fulfilment process using Hubspot CRM & marketing automation tool
• Complete fulfilment finance tasks relating to the customer product sales – creating/sending invoices, receipts and purchase orders.
• Manage incoming customer and prospect inquiries, including the potential of outbound sales calls
• Identify points of improvement throughout the customer journey and implement
• Work with the marketing team to ensure discounts are applied accurately, be briefed on upcoming promotions and apply them to sales opportunities.

 

Performance measures

• Qualitative customer feedback
• Net Promoter Score (NPS)
• Customer satisfaction score

The goals and work activities listed are intended to describe the essential functions of the person assigned to the position. They are not intended as an exhaustive list of all job duties, responsibilities, and requirements.

 

Key selection criteria

• Minimum 3-4 years experience in a customer service or fulfillment role, with demonstrable experience in  fostering customer relationships and managing pipelines.
• Exceptional written and verbal communication skills, explaining technical concepts, leaving customers with a great impression of our business.
• Excellent problem solving skills, proactiveness and a willingness to get things done
• Ability to effectively juggle multiple tasks and priorities, customer requirements and an efficient schedule, in a very busy environment.
• Experience managing customers using a CRM, digital customer reporting experience is favourable.
• High level of attention to detail – you will be taking responsibility for customers and need to ensure that the specifics are accurate.
• Love working within a team, having fun at work and taking pride in what you do. Experience with solar and solar batteries will reflect well. Interest in renewable energy is an added bonus.

 

Get in touch

Please apply with your CV and cover letter using the form below.