Energy Efficiency Customer Care Agent

ICF International • Lansing, MI

123d • $28,423 - $48,319

About The Position

As a Customer Service Representative our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICF's commercial energy business. Our dedicated energy team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of energy incentive applications for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, and other types of back-office processing support for our utility clients and their customers. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

Requirements

• High school diploma
• 2+ 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

Nice To Haves

• Previous business processing or back-office experience strongly preferred
• Ability to accurately process applications within a highly repetitive processing environment
• 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 communication skills, both written and oral, required
• Ability to display high energy level, positive attitude, and enthusiasm for the program while working with team members, customers and other program participants
• Experience working with program participants ranging from homeowners to contractors in order to troubleshoot application requirements
• Identifies, defines and resolves problems in a timely manner, gathers and analyzes information skillfully, and develops alternative solutions
• Ability to work independently and with others
• Strong organizational and analytical skills
• Ability to type 45 to 50 wpm preferred
• Team player with the ability to work in a fast-paced environment
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required
• Able to sit for prolonged periods of time
• Takes pride in own ability to positively make a difference in the lives of program participants
• Desire and ability to quickly learn about the energy business

Responsibilities

• Non scripted customer interactions via phone, email and software chat application
• Professional Outreach
• Reviewing and assisting customers with energy application inquiries and program questions
• Other admin duties as assigned

Benefits

• Equal opportunity employer
• Reasonable accommodations available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
• Confidentiality in the application process
• Support for candidates requiring AI accommodations

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees