Customer Onboarding & Engagement Specialist

About the Role:

We are seeking a Customer Engagement Support Specialist to join our team. This is a client-facing role that focuses on onboarding, training, and providing ongoing support to installers and clients. The ideal candidate will have a strong background in technical customer support (IT/sales or electrical/technology-related fields), excellent communication skills (both written and verbal), and keen attention to detail and good self motivation and follow up skills.

Key Responsibilities:

Primary Tasks:
1. Assist account managers with the new client/installer onboarding process, including collecting induction forms, license details, and necessary documentation sign-off.
2. Provide onboarding and compliance training related to the client's Savings Scheme and Victorian Energy Upgrade, with a focus on air conditioning and hot water check list and compliance .
3. Learn and master the online project document platform and provide training to installers on how to use it efficiently.
4. Contribute to re-planning our training methods and assist in developing an online training and e-learning platform.
5. Provide ongoing support (70% online, 30% phone), assisting installers in the field with documentation collection and submission.
6. Manage customer service inquiries and address ongoing Requests for Information (RFI) to reduce documentation issues and improve efficiency.
7. Online lead allocation based on the marketing strategyassigning leads received from both internet and phone calls and allocating them to different project partners..

Support Tasks:
8. Conduct selective quality assurance (QA) reviews of submitted documentation.
9. Support phone audits and customer surveys to ensure compliance and gather feedback for service improvement.

Key Requirements:
Proven experience in technical customer support (preferably IT, electrical, or technology-related industries).
Strong verbal and written communication skills.
High level of attention to detail and problem-solving skills.
Experience with training, documentation management, and online platforms.
Ability to work independently while collaborating with internal teams and external clients.
Familiarity with energy efficiency programs is a plus but not mandatory.