Full Time | Hybrid | $80,000 + Super
Sydney CBD | Hybrid Working
Customer Resolution Specialist | Solar Industry
Full Time | Hybrid | $80,000 + Super
Sydney CBD | Hybrid Working
Join a Fast-Growing Renewable Energy Company
At Think Renewable, we're passionate about helping Australians transition to cleaner energy solutions — and we know that great people are at the centre of everything we do.
We're a quick-growing, high-performing business with a genuinely positive and energetic culture. Our Sydney CBD office is collaborative, social, and full of people who enjoy what they do. We work hard, support each other, celebrate wins together, and bring a fun, down-to-earth energy to the workplace every day.
As we continue to grow nationally, we're looking for a highly organised and solutions-focused
Customer Resolution Specialist
to manage complex customer cases and help turn challenging situations into positive outcomes.
This is a hybrid full-time role suited to someone who thrives in fast-paced environments, communicates confidently under pressure, and genuinely cares about delivering customer-first resolutions.
About the Role
The Customer Resolution Specialist is responsible for managing escalated and high-priority customer cases across the solar and battery installation journey.
You'll act as the dedicated Hyper Care case manager for customers experiencing serious complaints, delays, disputes, or complex installation issues — owning each case from triage through to resolution.
You'll work closely with internal teams across operations, scheduling, compliance, technical support, and installations to ensure customers receive timely communication and effective outcomes.




This role is ideal for someone who enjoys problem-solving, building relationships, and making a real impact on customer experience.
What You'll Be Doing
Hyper Care Case Management
Manage complex escalated customer cases end-to-end
Act as the primary point of contact for high-priority customers
Investigate root causes and coordinate resolution pathways
Handle matters relating to:
Installation defects and rectification works
Delays and scheduling issues
Grid connection and metering disputes
Compensation discussions
Formal complaints and regulatory escalations
Customer Communication
Manage inbound and outbound calls relating to escalated cases
Provide proactive updates throughout the resolution process
Draft professional customer communications including resolution letters and apology responses
De-escalate high-emotion situations with empathy and professionalism
Cross-Functional Coordination
Liaise with internal departments and subcontractors to drive resolutions
Coordinate remediation works, reschedules, and technical follow-ups
Ensure all case notes and handovers are accurately documented
Identify recurring issues and escalate operational trends to leadership
Reputation & Review Management
Respond to customer reviews across Google, SolarQuotes, Product Review, and Trustpilot




Support reputation recovery and customer retention efforts
Work closely with leadership on sensitive or high-profile cases
Reporting & Process Improvement
Maintain accurate case tracking and reporting
Monitor SLAs, escalation themes, and remediation outcomes
Contribute recommendations to improve customer experience and reduce repeat escalations
Support ongoing knowledge base and process documentation improvements
What We're Looking For
2+ years experience in customer service, complaints handling, dispute resolution, or escalations
Strong verbal and written communication skills
Ability to confidently manage difficult conversations and emotional customers
High attention to detail and strong organisational skills
Experience managing multiple active cases simultaneously
CRM or ticketing system experience (Zoho experience highly regarded)
A calm, solutions-focused mindset under pressure
Ability to work collaboratively across teams
Highly Desirable
Experience in solar, construction, trades, or home services industries
Knowledge of solar installations or renewable energy processes
Why Join Think Renewable?
Hybrid working flexibility
Modern Sydney CBD office location
Fun, social, and supportive team culture
Fast-growing national business with strong career growth opportunities
Collaborative leadership team that values ideas and initiative
Team lunches, celebrations, and regular social events
Opportunity to make a genuine impact in a growing renewable energy company
Be calm, solve problems effectively, and genuinely cares about customer outcomes — we'd love to hear from you.
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📌 Customer Resolution Specialist | Solar Industry (New South Wales)
🏢 Think Renewable
📍 New South Wales