Call Center and Rebate Application Representative

Guidehouse•Richmond, IN

1d•Onsite

About The Position

Guidehouse is a leading management consulting firm serving the public and commercial markets. We guide our clients forward towards new futures that build trust in society and your professional skills along the journey. Join us at Guidehouse. Our dedicated team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through the State of Colorado’s Home Energy Rebates Program for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants (residents/consumers and contractors) and other program partners. Individuals must be able to work an eight-hour shift between the hours of 8:30 AM MT - 5:00 PM MT.

Requirements

High School Diploma/GED and 3 years of relevant experience.
0-3+ years working within the following sectors: grants management, business, finance or customer service.
PC skills in a Windows environment.
Knowledge and utilization of desktop applications including Word and Excel.
Ability to initiate and follow through on projects and work independently with minimal supervision required.
Working knowledge can be of the following: customer service-related responsibilities, grants management program experience, application review.

Nice To Haves

1+ year experience working in a Grants Management, Energy Rebate programs or Customer Service setting.
Bilingual in Spanish a plus.
CRM experience

Responsibilities

Organize and make sense of a wide variety of project data, proof of income, receipts, invoices, and other documents to make sure we are appropriately applying rebate payments.
Take incoming and outgoing calls to participants/homeowners/contractors to resolve issues or answer questions.
Follow all client policies and procedures.
Perform inbound & outbound calling.
Assist callers with application status or questions.
Provide expert customer service support.
Enter, maintain and track rebate applications in the program application and rebate processing platforms.
Process applications for the Home Energy Rebate Program in accordance with all applicable program rules and regulations.
Research and respond to all inquiries received by telephone and mail.
Provide thorough documentation of customer service support, issues, and escalations.
Complete all business-related requests and correspondence from participants.
Complete all assigned projects in a timely manner with minimal supervision.
Assist supervisor and project manager in all requested tasks.
Proactively communicate to Guidehouse management areas of concern or areas of improvement.
Complete required training and routine continuous improvement activities.
Collaborate with team members and leadership to achieve shared goals.
Learn and maintain knowledge about the needs of our client.
Maintain knowledge of eligible products, services, and customer service processes & procedures.
Accept responsibility, work independently, and manage time effectively to meet deadlines.
Work with a varied client base including special populations/clients with special needs and communication barriers.
Make decisions which have financial, program benefit, and/or legal outcomes, and which involve technical complexity.
Process and maintain large volumes of detailed program data.

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program