{"id":4002180,"url":"https://alion.io/job/amber-resolutions-specialist-customer-operations","title":"Resolutions Specialist (Customer Operations)","company":{"id":1279,"name":"Amber","domain":"amber.com.au","url":"https://alion.io/company/amber","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":90000,"currency":"AUD","period":"year","gross":null,"usd_annual":62249},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-10T04:10:19Z","employer_posted_date":null,"last_verified_at":"2026-11-10T04:10:19Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"About the role\nWant to help improve the environment by shifting Australia and the world's energy usage towards renewables?\nWe're looking for a friendly, proactive, and resilient Resolution Specialist to join our team. As a Resolution Specialist, you'll support customers who have fallen behind on their electricity payments, helping them understand their account, working through solutions, and ensuring they stay connected wherever possible.\nThis is a people-first, frontline role. You'll be speaking with customers who may be stressed, confused, or going through hardship, and your empathy and communication skills will make a real difference to their experience.\nThis permanent full-time role operates Monday to Friday, 9:00am-5:00pm. We do, however, ask that applicants are available between 8:00am and 8:00pm for any rare schedule adjustments.\nYou'll be reporting directly into our Customer Operations Manager.\nResolution Specialist Responsibilities\nMake outbound calls to customers who are overdue or at risk of disconnection\nRespond to inbound customer enquiries about overdue accounts, reminders, and payment notices\nNegotiate realistic and fair payment arrangements that consider the customer's circumstances\nEnsure all communication is empathetic, clear, and compliant with energy industry guidelines\nIdentify hardship indicators and escalate or refer customers to support programs when needed\nWork collaboratively with internal teams when a customer needs extra support\nKey Requirements\nAt Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment. Some of the key traits we are looking for in this role:\nYou're a people person - you love both working with people and helping people\nYou're calm, friendly, and comfortable having difficult conversations\nYou're confident on the phone and can keep conversations solution-focused\nYou're adaptable, curious, and ready to learn industry regulations (full training provided)\nYou're comfortable using digital systems and learning new tools\nMinimum Qualifications\nCompetency and willingness to speak directly with customers over the phone\nStrong written and verbal communication skills\nAbility to stay calm and professional during difficult conversations\nIdeal, but not required\nExperience in credit, collections, hardship assistance, or financial advocacy\nExperience supporting vulnerable or hardship customers\nPassion for technology, energy or the environment\nExperience in the energy sector\nA solid base of IT competence with experience with Microsoft Office Suite\nWhat we believe a great team looks like\nWe put the customer at the centre of everything we do. Whatever it is we are doing, it's always with a viewpoint that this will help our customers, whether that's 50,000 customers right now, or 1 million customers in the future.\nWe are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.\nHypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.\nWe seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.\nWe prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn't working and double down on what is.\nWe continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.\nWe create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that's implementing a better process or developing a new technology to solve a problem faster.\nWe have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.\nBenefits\nWe're committed to building a diverse and inclusive workplace and a great culture of people who love coming to work to build a better world.\nYou'd be a part of a rapidly growing team of over 200 with expertise across energy, technology, marketing, and operations.\nBe part of a growing technology start-up that will shape the future of household and grid energy use.\nEnjoy a lively, collaborative workspace at our buzzing Melbourne CBD headquarters in the heart of the city\nFlexible working hours, with a mix of office and work-from-home\nEquitable gender-neutral parental leave policies.\nAn external Employee Assistance Plan (EAP) for mental health support.\nCompetitive salary and share options in Amber.\nAnnual Learning & Development budget to support your personal growth.\nAdditional PTO between Xmas & New Year\nSalary range\nSalary is between $65,000 and $85,000 per annum and is quoted excluding superannuation.\nAll roles at Amber include employee stock options over and above the base salary and superannuation.\nThis is a permanent full time role to be based in Melbourne.\nWays of working\nAmber is a remote first team; we have an office in the Melbourne CBD, where we work flexibly between the office and home. The vast majority of our team are located in Melbourne. For those based in Sydney, they catch up in a co-working space in the city every now and then, and rest of the locations in Australia work from home. While we don't expect people to attend the office, we do expect that people mostly work in the Melbourne time zone to maximise collaboration.\nIf this kind of work gets you excited, we'd love to hear from you!\nEven if you don't meet 100% of the requirements listed above, we still encourage you to apply. We're open to all backgrounds and encourage people from underrepresented groups to apply. We never discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.\nHow to Apply\nPlease click on the \"Apply\" button and answer our application questionnaire.\nOur Hiring Process\nOur process will generally be as follows:\nA screening interview with our talent team\nA take-home, time bound case study that should take no longer than 1 hour\nA panel interview with our Customer Operations Manager and our Customer Operations Lead in the Payment Operations team\nA final chat with our Senior Customer Operations Manager\nThe bit at the end\nWe promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team.\nApplications will be accepted only from candidates already based in Australia, preferably Melbourne with full working rights!\nShortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible.\nNo recruitment agencies please. We've got this! Thank you.","description_format":"text","description_chars":6934,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Parental leave","Stock options"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy Storage","Solar Energy","Energy Management"],"lifecycle":[{"event":"open","at":"2026-11-10T04:10:19Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":30,"reasons":["seen:1","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":62249,"is_top_pay":false},"html_url":"https://alion.io/job/amber-resolutions-specialist-customer-operations","json_url":"https://alion.io/job/amber-resolutions-specialist-customer-operations.json","meta":{"generated_at":"2026-11-11T11:08:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19281,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1279},"rest":"https://alion.io/mcp/rest/get_company?id=1279"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famber-resolutions-specialist-customer-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famber-resolutions-specialist-customer-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famber-resolutions-specialist-customer-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amber-resolutions-specialist-customer-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famber-resolutions-specialist-customer-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4002180}},{"tool":"search_jobs","arguments":{"company":"amber.com.au","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4002180},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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