Customer Engagement Executive, Clean Energy

About Safe Planet

Safe Planet helps Australian homeowners and businesses reduce their energy costs through energy-efficient technology and government rebate programs. Our solutions include air conditioning, hot water systems, solar, battery storage, EV charging, and commercial lighting. We manage the customer journey from initial enquiry through to installation.

About the Role

Safe Planet is looking for a proactive, customer-focused Customer Engagement Executive to manage warm leads and guide customers through the initial stages of their journey. This is a consultative, relationship-focused role. You will engage with individuals who have expressed interest in our services, understand their requirements, explain relevant products and rebate programs, and help them determine next steps.

Key Responsibilities

• Lead Ownership & Customer Engagement
• Take ownership of assigned leads throughout initial engagement and follow-up.
• Contact new enquiries promptly, understand customer needs, and establish clear next steps.
• Follow up consistently via phone calls, emails, and text messages.
• Reconnect with customers exploring options, not yet responded, or needing more time to decide.
• Maintain professional, helpful, and timely communication.
• Product Education & Rebate Guidance
• Help customers understand solutions, including reverse-cycle air conditioning, heat pump and solar hot water, solar PV, battery storage, EV charging, and commercial lighting.
• Explain product benefits, options, and the assessment process in simple, customer-friendly language.
• Provide information on applicable government rebate programs, including Victorian Energy Upgrades (VEU), Solar Victoria rebates, and relevant federal incentives.
• Explain eligibility criteria, potential discounts, documentation requirements, and next steps.
• Set realistic expectations and verify technical or eligibility details with the appropriate team.
• Customer Qualification & Assessment Coordination
• Gather preliminary information about the customer's property, existing systems, requirements, and circumstances.
• Identify missing information or potential eligibility issues.
• Schedule site assessments based on customer availability and assessor schedules.
• Confirm appointments, manage rescheduling requests, and explain the assessment process to customers.
• Provide assessors with complete and accurate customer information.
• Follow up after assessments to understand customer feedback, answer questions, and coordinate next steps.
• Follow-up & Customer Relationship Management
• Maintain contact with customers awaiting assessments, reviewing proposals, or considering their options.
• Provide timely updates to customers.
• Handle frustrated or dissatisfied customers with patience, empathy, and professionalism.
• Resolve routine concerns and escalate complex complaints or technical questions.
• Ensure every interaction ends with a clear response and appropriate next steps.
• CRM Management & Process Compliance
• Use GoHighLevel (GHL) to manage leads, update pipeline stages, schedule follow-up tasks, and track customer progress.
• Record all communication attempts, customer responses, agreed actions, and next steps.
• Keep customer records accurate, complete, and up to date.
• Complete follow-up tasks on time and ensure lead statuses reflect the latest developments.
• Follow established SOPs and customer communication guidelines.
• Coordinate with marketing, assessment, and other relevant teams to improve the overall customer journey.

Requirements & Tech Stack

• GoHighLevel (GHL) or a comparable CRM platform
• Digital communication tools
• Structured workflows

Qualifications

• Excellent spoken and written English, with the ability to communicate confidently and professionally with Australian customers.
• Strong interpersonal skills, active listening, and the ability to explain information clearly.
• A customer-first mindset and the confidence to handle questions, concerns, objections, and difficult conversations.
• Strong ownership, follow-through, and ability to manage multiple leads and priorities.
• Excellent organisation and attention to detail, particularly when documenting interactions and managing appointments.
• Comfort working with CRM platforms, digital communication tools, and structured workflows.
• A reliable home office setup, stable high-speed internet.

Good to Have:

• Previous experience in customer engagement, customer service, client coordination, appointment setting, or inbound enquiry management.
• Experience communicating with Australian customers.
• Hands-on experience with GoHighLevel (GHL).
• Familiarity with solar, HVAC, hot water systems, home electrification, or the Australian clean energy industry.
• Knowledge of government rebate programs, eligibility processes, or customer qualification procedures.

Location & Hours

• Remote – servicing customers across Victoria, Australia
• Working Hours: 10:00 AM – 7:00 PM Melbourne time, Monday to Friday and alternate Saturdays
• Employment Type: Full-time