About the Company
Urban Utilities is one of Australia’s largest water and wastewater service providers, dedicated to delivering safe, reliable, and affordable services to over 1.6 million customers across Brisbane, Ipswich, Lockyer Valley, Scenic Rim, and Somerset regions in Queensland. We are committed to sustainability, innovation, and community well-being, striving to enhance the liveability of our service areas.
Job Description
We are seeking a dedicated and empathetic Remote Public Works Customer Support Specialist to join our dynamic team. This is a fully remote position where you will be the first point of contact for our customers, providing essential support and information related to water, wastewater services, billing, and general inquiries. You will play a crucial role in maintaining high levels of customer satisfaction, resolving issues efficiently, and upholding Urban Utilities’ commitment to excellent public service from the comfort of your home.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat regarding water and wastewater services.
- Investigate and resolve customer issues, complaints, and service requests with a focus on first-contact resolution.
- Provide accurate information on billing, service disruptions, water conservation, and other utility-related topics.
- Accurately document all customer interactions and resolutions in our CRM system.
- Collaborate with internal departments to escalate and follow up on complex customer issues.
- Adhere to all company policies, procedures, and service level agreements.
- Continuously learn about new services, policies, and system updates to provide informed support.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a customer-centric approach.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a remote work environment.
- Empathy, patience, and a calm demeanor when dealing with challenging customer situations.
- Reliable high-speed internet connection and a dedicated quiet home workspace.
Preferred Qualifications
- Previous experience in a customer service role, particularly within a utility, public works, or government sector.
- Familiarity with public utility operations and regulations.
- Experience using Salesforce or similar CRM platforms.
- Ability to speak additional languages commonly used in the Brisbane region.
Perks & Benefits
- Comprehensive health and wellness programs.
- Generous superannuation contributions.
- Paid time off and flexible leave options.
- Remote work setup allowance and IT support.
- Ongoing professional development and training opportunities.
- Employee assistance program.
- Access to a supportive and collaborative remote team environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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