Contact Center Representative
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 Georgia’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. This position will be based Monday through Friday in our San Antonio, TX office. Individuals must be able to work an eight-hour shift between the hours of 8:00 AM CT - 5:00 PM CT.
Requirements
- High School Diploma/GED and 1 year relevant experience or 3 years of relevant equivalent experience in lieu of diploma/GED.
- 1+ years working within the following sectors: grants management, business, finance, application review 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.
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
- Inbound & Outbound calling
- Case/Project Review
- Assisting callers with application status or questions
- Providing expert Customer Service support
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
