Full Time | Hybrid | $80,000 + SuperSydney CBD | Hybrid WorkingCustomer Resolution Specialist | Solar IndustryFull Time | Hybrid | $80,000 + SuperSydney CBD | Hybrid WorkingJoin a Fast-Growing Renewable Energy CompanyAt Think Renewable, we're passionate about helping Australians transition to cleaner energy solutions — and we know that excellent people are at the centre of everything we do.We're a fast-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 RoleThe 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 DoingHyper Care Case ManagementManage complex escalated customer cases end-to-endAct as the primary point of contact for high-priority customersInvestigate root causes and coordinate resolution pathwaysHandle matters relating to:Installation defects and rectification worksDelays and scheduling issuesGrid connection and metering disputesCompensation discussionsFormal complaints and regulatory escalationsCustomer CommunicationManage inbound and outbound calls relating to escalated casesProvide proactive updates throughout the resolution processDraft professional customer communications including resolution letters and apology responsesDe-escalate high-emotion situations with empathy and professionalismCross-Functional CoordinationLiaise with internal departments and subcontractors to drive resolutionsCoordinate remediation works, reschedules, and technical follow-upsEnsure all case notes and handovers are accurately documentedIdentify recurring issues and escalate operational trends to leadershipReputation & Review ManagementRespond to customer reviews across Google, SolarQuotes, Product Review,



and TrustpilotSupport reputation recovery and customer retention effortsWork closely with leadership on sensitive or high-profile casesReporting & Process ImprovementMaintain accurate case tracking and reportingMonitor SLAs, escalation themes, and remediation outcomesContribute recommendations to improve customer experience and reduce repeat escalationsSupport ongoing knowledge base and process documentation improvementsWhat We're Looking For2+ years experience in customer service, complaints handling, dispute resolution, or escalationsStrong verbal and written communication skillsAbility to confidently manage difficult conversations and emotional customersHigh attention to detail and strong organisational skillsExperience managing multiple active cases simultaneouslyCRM or ticketing system experience (Zoho experience highly regarded)A calm, solutions-focused mindset under pressureAbility to work collaboratively across teamsHighly DesirableExperience in solar, construction, trades, or home services industriesKnowledge of solar installations or renewable energy processesWhy Join Think Renewable?
Hybrid working flexibilityModern Sydney CBD office locationFun, social, and supportive team cultureFast-growing national business with strong career growth opportunitiesCollaborative leadership team that values ideas and initiativeTeam lunches, celebrations, and regular social eventsOpportunity to make a genuine impact in a growing renewable energy companyBe 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