Commercial Energy Customer Service Representative

ICF • Lansing, MI

3d • Remote

About The Position

As an Energy Efficiency Customer Service Representative in ICF’s Operations Center, our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICF’s commercial energy business. Our dedicated energy team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency applications, and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of energy incentive applications for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, and other types of back office processing support for our utility clients and their customers. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail. ICF provides best in class customer and client support through our specialized energy efficiency team by leveraging state of the art call center technology, online web chat, and efficient business processes within a paperless environment. Our team members are highly trained, customer-oriented professionals who are eager to continue learning and building their expertise within the unique area of energy efficiency customer support.

Requirements

• High school diploma or equivalent required
• Basic computer skills including proficiency with MS Word, Excel and other programs within the MS Office Suite
• Desire and ability to quickly learn about the energy business
• Strong communication skills, both written and oral, required
• Ability to display high energy level, positive attitude, and enthusiasm for the program while working with team members, customers and other program participants
• Ability to work with program participants ranging from homeowners to contractors
• Strong data entry skills
• Excellent attention to detail
• Accurate, yet meets deadlines and established daily performance goals
• Ability to work independently and with others
• Strong organizational and analytical skills
• Must type 45 to 50 wpm
• Strong analytical, problem-solving and decision making capabilities required
• Team player with the ability to work in a fast-paced environment
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required
• Able to sit for prolonged periods of time

Nice To Haves

• Previous business processing or back office experience strongly preferred
• Ability to accurately process applications within a highly repetitive processing environment
• Previous sales or customer service experience preferred
• Computer skills to include data entry with a high degree of accuracy and speed, and database navigation preferred

Responsibilities

• Detailed reviews of energy incentive applications for eligibility
• Finalization of energy applications and resultant payments
• Inbound and outbound support for applicants and program participants via phone and online chat
• Back office processing support for utility clients and their customers
• Focus on incoming and repetitive data, while maintaining careful attention to detail
• Leveraging state of the art call center technology, online web chat, and efficient business processes within a paperless environment
• Troubleshoot application requirements
• Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions
• Takes pride in own ability to positively make a difference in the lives of program participants

Benefits

• We will consider for employment qualified applicants with arrest and conviction records.
• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
• Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED