Customer Support Coordinator

Customer Support Coordinator

Velocity Solar is seeking an organised and proactive Customer Support Coordinator to join our team in Geelong. This full-time, onsite role focuses on providing key after-sales support, coordinating maintenance, and managing warranty claims, ensuring an outstanding customer experience.

Salary: $65,000 – $70,000 per year Work Type: Full-time Location: Geelong (onsite) Hours: Monday to Friday

If you are someone who thrives on problem-solving, enjoys assisting people, and is committed to seeing tasks through to completion, we encourage you to apply.

Your Responsibilities will include:

• Serving as the primary point of contact for customers post-solar installation.
• Coordinating maintenance and warranty-related work.
• Troubleshooting customer enquiries and identifying practical resolutions.
• Managing grid connection applications and liaising with electricity distributors, such as Powercor, to ensure timely processing.
• Providing regular updates to customers throughout the service process.
• Reviewing solar system performance and collaborating with electricians to address customer concerns.
• Ensuring installations are finalised, compliant, and all necessary documentation is complete.
• Working closely with the technical team to achieve optimal outcomes for customers.
• Managing escalated customer concerns with empathy, professionalism, and a focus on resolution.

What We’re Looking For:

While specific solar industry experience is not required, as comprehensive training will be provided on our products, systems, and processes, a genuine desire to help customers and solve problems is essential.

You will need:

• A focus on finding solutions rather than dwelling on problems.
• Natural organisation skills and the ability to manage multiple priorities.
• A proactive approach to taking ownership and completing tasks without constant oversight.
• Confident and professional communication skills, including during challenging conversations.
• An interest in understanding how things work and a willingness to learn about technical products.
• Exceptional attention to detail.
• A proactive mindset, anticipating needs rather than waiting for instructions.
• The ability to remain calm under pressure.
• Enjoyment of working within a close-knit team.

Experience in customer service, service coordination, administration, or warranty support within the electrical, construction, trades, automotive, or telecommunications industries will be highly regarded.

Why Join Velocity Solar?

• Be part of a Geelong-owned and operated business.
• Work within a supportive team environment.
• Benefit from long-term, stable employment.
• Receive ongoing product and technical training.
• Opportunity to develop your career in the renewable energy sector.
• Our office is located in Moolap.

How to Apply:

Please submit a cover letter detailing your interest in this role and your experience with customer interaction or technical problem-solving. Your cover letter must address the following:

• Describe a time you successfully resolved a difficult customer situation, including the issue and outcome.
• Outline a situation where you investigated a problem, analysed available information, and determined a solution.
• Explain your experience working with technical products, systems, or information, regardless of industry.
• State why this role interests you and why you believe you would be a great fit for Velocity Solar.

Applications without a cover letter addressing these criteria will not be considered. For further information, please call (03) •••• •364.

Velocity Solar's reputation is founded on honest advice, quality workmanship, and exceptional customer service. This role is integral to upholding that promise beyond the initial installation.