Job Description
Company Description
Astra Green Solutions specializes in delivering energy upgrade services under the Victorian Energy Upgrades (VEU) scheme and New South Wales Energy Saving Scheme (ESS).
We are committed to helping customers optimize their energy efficiency while reducing costs and environmental impact.
By offering tailored and innovative solutions, we aim to lead the way in sustainable energy practices across both residential and commercial sectors.
Role Description
We are currently seeking an experienced and highly organised Customer Service & Operations Officer to join our fast‐growing team.
This full‐time hybrid role is based in Melbourne, with flexibility for partial work‐from‐home.
Key Responsibilities
Manage customer enquiries, complaints, and escalations in a professional and timely manner
Take ownership of customer issues from initial report through to resolution
Coordinate with installers, technicians, and internal teams to resolve defects, delays, or service issues
Support and manage operational workflows for hot water (heat pump) and air conditioning (AC) installations
Schedule and track jobs, ensuring timelines and service standards are met
Maintain accurate and up‐to‐date records in CRM and job management systems
Assist with compliance processes, including documentation checks, audit preparation, and regulatory requirements under VEU
Liaise with customers to provide updates, manage expectations, and ensure a positive customer experience
Work closely with sales and operations teams to ensure smooth handover and job completion
Identify and implement process improvements to enhance efficiency and reduce recurring issues
Requirements
Proven experience in customer service, complaints handling, or operations roles (highly preferred)




Previous experience in energy, VEU, HVAC, plumbing, or trades‐based industries is highly desirable
Strong problem‐solving and conflict resolution skills with the ability to handle difficult situations professionally
Excellent verbal and written communication skills
High level of organisation and ability to manage multiple tasks simultaneously
Solid attention to detail, particularly in compliance and documentation
Experience using CRM systems and job management platforms
Proficiency in Microsoft Office 365 (Outlook, Excel, Word, Teams)
Ability to work independently while contributing effectively within a team environment
A proactive and solutions‐focused mindset
What We Offer
Competitive salary package
Hybrid work flexibility
Opportunity to grow within a rapidly expanding company
Ongoing training in renewable energy, compliance, and o
At Criterion, we don't just offer jobs—we build careers.
As a fast‐growing, family‐owned company with over 40 years in the industry, we take pride in delivering high‐quality aluminium partitioning systems, sliding systems, doors, and hardware accessories to the commercial and residential building sectors.
Our culture isEnergetic, Committed, and United—values that drive us every day.
You'll feel it the moment you step into our vibrant, modern head office inEpping, VIC (just off the M31 Hume Fwy).
We're looking for driven individuals who want to be part of a structured, high‐performance team, where success is recognised, and contributions are celebrated at every opportunity.
When you join us, you're not just starting a new job—you're setting yourself up for a long‐term career in a supportive, results‐driven environment that rewards hard work and fosters career growth.
Why You'll Thrive as a Customer Service Specialist
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