Contact Center Agent I, Energy Programs
About The Position
Empower professionals. Advance sustainability. Make a difference. Everblue is seeking new and experienced contact center agents to support applicants navigating home energy programs. At Everblue, we help people build careers in energy efficiency and sustainability through technology solutions and program support. Our mission is to support professionals, contractors, and organizations nationwide in creating a more sustainable future. In this role, you will handle inbound and outbound work across phone, email, chat, and web, enabling our applicants to quickly access the services they need. We're looking for someone who takes ownership, solves problems, works collaboratively, and loves building relationships.
Requirements
- Experience in customer support, call centers, claims, or application processing work
- Experience handling escalations
- Comfort learning new systems and guiding users through online platforms
- Detail-oriented with the ability to manage multiple priorities
- Ability to learn new software
- High school diploma required
Nice To Haves
- Familiarity with Microsoft Office a plus
- Associate's or Bachelor's degree a plus
Responsibilities
- Respond to inbound inquiries via phone, email, live chat, and web with prompt, knowledgeable support
- Conduct outbound calls to applicants for status updates, missing documentation, and re-engagement
- Help customers understand program options, eligibility, timelines, and required documentation
- Guide contractors through applications, documentation, and project requirements
- Maintain a customer-first approach in every interaction
- Take on complex or sensitive cases escalated by the team
- Support resolution of contractor and applicant disputes while ensuring program compliance
- Document root causes and patterns and surface them to the manager for upstream fixes
- Maintain accurate CRM records including applications, escalations, and support requests
- Review and verify documentation for completeness
- Evaluate applications for program eligibility and alignment with program guidelines
- Troubleshoot technical issues related to platforms, credentials, and program systems
- Help update SOPs, scripts, and FAQ content when you spot gaps
- Support QA reviews and share what right looks like
- Identify ways to streamline processes and enhance the customer journey
- Follow applicable program requirements on every outbound contact
- Maintain data privacy and security standards
- Enforce company policies and code of conduct
Benefits
- Hybrid schedule available after initial onboarding in Huntersville, NC.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
