Customer Care Agent Energy Efficiency (Call Center) - REMOTE
About The Position
Customer Care Agent (Call Center) - Energy Efficiency Location: Remote (Must be based out of New Jersey) Ready to make a difference? As a Customer Service Representative our successful team members perform in a variety of exciting areas geared to deliver exceptional customer experience within ICF’s commercial energy business. Our work includes high‑volume inbound and outbound customer interactions supporting applicants and program participants across a wide portfolio via phone and online chat, and email. 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. Why you will love working here: Quality of life: Flexible workplace arrangements, work-life balance Investment of the community: Donation matching, volunteer opportunities Investment in you: Access to professional development resources, 401k matching, Employee Stock Purchase Plan And many, many more (Ask your recruiter for more details!)
Requirements
- High school diploma.
- 2+ years of call center or high‑volume customer service experience on the phones
- 2+ years of proficiency with MS Word, Excel and other programs within the MS Office Suite.
- Must be able to pass background check with drug screening.
Nice To Haves
- Previous sales or customer service experience preferred.
- Strong computer skills (data entry, database navigation) and ability to type 45–50 wpm.
- Ability to identify issues, analyze information, and develop solutions quickly.
- Professional, courteous, and cooperative attitude; strong team player.
- High energy, positive attitude, and enthusiasm; able to work independently and in a fast-paced environment.
- Strong organizational and analytical skills; able to manage multiple priorities.
- Willingness to work limited overtime when needed.
- Ability to sit for extended periods in a distraction-free environment.
- Takes pride in making a positive impact; eager to learn about the energy industry.
- Experience assisting diverse program participants (homeowners, contractors) and troubleshooting application requirements.
Responsibilities
- Handling a high volume of non‑scripted customer interactions via phone, email, and chat while meeting quality and productivity standard. This includes status of rebates, scheduling, submittal procedures and discussions of program guidelines.
- Conducting proactive outbound calls and follow‑ups as part of daily call center operations
- Reviewing and assisting customers with energy application inquiries and program questions
- Provide technical assistance and guidance on energy efficient technologies and practices to companies participating in utility-sponsored programs
- Interface with customers and contractors participating in utility sponsored programs.
- Coordinate with or follow up on program quality control activities such as inspections and customer surveys as appropriate.
- Other administrative duties as assigned.
Benefits
- Quality of life: Flexible workplace arrangements, work-life balance
- Investment of the community: Donation matching, volunteer opportunities
- Investment in you: Access to professional development resources, 401k matching, Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
