Call Center and Rebate Processing Representative

Guidehouse•San Antonio, TX

About The Position

Help Center Representative – Customer Service is an extension of a client’s business office staff. Representatives are responsible for taking incoming and outgoin g calls to participants/homeowners/contractors to resolve issues or answer questions. All client policies and procedures are expected to be followed. Representatives will perform any and all job-related duties as assigned including but not limited to: Inbound & Outbound calling Ability to initiate and follow through on projects and work independently with minimal supervision . Assist ing callers with application status or questions Providing expert c ustomer s ervice 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. Researching and responding to all inquiries received by telephone and mail. P roviding thorough documentation of customer s ervice support, issues, and escalations. Complet ing all business-related requests and correspondence from participants Complet ing all assigned projects in a timely manner with minimal supervision Assis ting supervisor and project manager in all requested tasks Proactively c ommunicat ing to Guidehouse management areas of concern or areas of improvement. Completing required training and routine continuous improvement activities Collaboration with team members and leadership to achieve shared goals Learning and maintaining knowledge about the needs of our client

Requirements

High School Diploma/GED or 3 years of relevant equivalent experience in lieu of diploma/GED.
0-2+ 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.
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
CRM experience
#LI- DNI

Responsibilities

Inbound & Outbound calling
Ability to initiate and follow through on projects and work independently with minimal supervision
Assisting callers with application status or questions
Providing 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.
Researching and responding to all inquiries received by telephone and mail.
Providing thorough documentation of customer service support, issues, and escalations.
Completing all business-related requests and correspondence from participants
Completing all assigned projects in a timely manner with minimal supervision
Assisting supervisor and project manager in all requested tasks
Proactively communicating to Guidehouse management areas of concern or areas of improvement.
Completing required training and routine continuous improvement activities
Collaboration with team members and leadership to achieve shared goals
Learning and maintaining knowledge about the needs of our client

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