Customer Care Lead - Energy Efficiency

ICF•Austin, TX

4d•$38,020 - $64,634•Remote

About The Position

Customer Care Team Lead - Energy Efficiency Location: Texas (Remote) Ready to make a difference? The Team Lead, reporting to the Customer Care Operations Supervisor, will provide guidance and execution for the Customer Care experience for Energy Efficiency related questions and processes. The successful candidate’s responsibilities will include training, scheduling, production, mentoring, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on customer care experience. Having the ability, desire, and experience to develop processes, lead and mentor others, and perform the critical tasks associated with inbound and outbound calls, online chat and email is critical to our success. Our work includes inbound and outbound support for applicants and program participants via phone, email and online chat. 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 leaders are highly trained, customer-oriented professionals who are eager to continue learning and building their expertise within the unique area of energy efficiency customer care. 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: Tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan And many, many more (Ask your recruiter for more details!) What you will be doing: Interface with customers and contractors participating in utility sponsored programs when needed. Coordinate with or follow up on program quality control activities such as inspections and customer surveys as appropriate. Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team.

Requirements

3+ Years of professional work experience
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

Minimum of 2 years of work experience in a professional business environment.
Previous business processing or back-office experience strongly preferred.
Liaison between Customer Service Reps and management to ensure that customer issues are being resolved within a timely manner.
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.
Strong issue management and risk mitigation background to de-escalate in a professional manner.
Strong personnel management skills.
Strong written and verbal communication skills
High energy, positive attitude, and enthusiasm when working with teams and customers
Ability to troubleshoot application requirements for diverse participants (homeowners to contractors)
Skilled in problem definition, data collection, fact analysis, and drawing conclusions
Proactive in identifying and resolving issues; develops alternative solutions
Strong data entry skills with excellent attention to detail
Accurate work while meeting deadlines and daily performance goals
Ability to work independently and collaboratively
Strong organizational and analytical skills
Advanced problem-solving and decision-making capabilities
Team-oriented and adaptable to fast-paced environments
Superior interpersonal skills: courteous, professional, and cooperative
Flexible to manage multiple priorities and occasional overtime
Takes pride in making a positive impact on program participants

Responsibilities

Interface with customers and contractors participating in utility sponsored programs when needed.
Coordinate with or follow up on program quality control activities such as inspections and customer surveys as appropriate.
Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team.