Customer Care Specialist

Leidos•Peoria, IL

3d•$35,750 - $64,625•Remote

About The Position

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Leidos is hiring a Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. This role is ideal for someone who likes to work in a call center environment, help people, and solve problems. A large part of this position includes taking incoming phone calls for the Ameren Illinois residential energy efficiency program. This involves customer education and counseling with respect to residential energy efficiency (behavioral changes, programmable thermostat training, do-it-yourself upgrades, etc.), often including the review of energy audit reports with the customer. The role will also assist the customer in obtaining and reviewing estimates and contacting their selected insulation/air sealing, home performance, or other contractor to schedule work. The position will also be responsible for working in database management systems and technical reference guides to review energy efficiency applications. The role will report to the Customer Care Manager in Peoria, IL. This role is remote, but the candidate must be located in the Peoria area for occasional office visits.

Requirements

High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required.
Ability to travel within the service territory as needed
Demonstrated fluency in English language, both written and oral
Experience with or strong knowledge of building science principles
Expertise with or ability to learn web-based software
Microsoft Office
Strong listening, oral and written communication skills
Ability to communicate with clients and co-workers in a friendly, positive, respectful manner
Ability to maintain a professional demeanor, even under pressure
Effectively utilizes available resources to achieve goals
Strong organizational and time management skills
Demonstrate accuracy and thoroughness in all work products
Self-motivated and driven to deliver on goals
Ability to prioritize, multi-task and deliver in a fast-paced environment
Ability to identify improvement opportunities
Reliable internet connection for remote work
Quiet, secure, and distraction-free work space for remote work

Nice To Haves

Call Center Representative that can accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior

Responsibilities

Create and populate records in Customer Management System
Schedule customers for home energy assessments
Complete and collect appropriate customer paperwork
Provide overview of the program(s)
Conduct entry interview and energy advising consultation
Review available rebates, incentives with customer; assisting with finding and/or providing rebate forms; assisting with the completion of those forms using electronic forms when possible
Provide follow up to customers to help them complete home energy upgrades or participate in related programs; Remove customer barriers and leverage customer motivation
Track all activity in Customer Management System: Fill out all appropriate fields in Customer Management System
Follow reporting requirements outlined by the Program Manager
Integrate with and support related departments as needed, such as residential energy audits, trade ally management, rebate processing, and quality assurance
Properly execute all energy advisor workflows
Address all program issues including customer, trade ally or utility complaints based on the defined procedures including proper documentation and follow-up
Plan, coordinate, and follow through on tasks and assignments in a timely manner
Other duties as assigned