ICF Consulting Group, Inc. Energy Efficiency Customer Service Representative Tier 2 in Martinsville, Virginia


Energy Efficiency Customer Care Services - Energy Efficiency Customer Service Representative-Tier 2

We are seeking self-motivated and energetic individuals to join our team of Energy Efficiency Customer Service Representatives-Tier 2 to work from our Martinsville, VA facility. The Commercial Energy Customer Care Services Operations Center is seeking an Energy Efficiency Customer Service Representative-Tier 2. Ideal candidates will possess a passion for helping customers learn ways in which they can reduce their energy costs and earn energy rebates. We are looking for an individual with the ability to cross-promote energy savings opportunities and to support customer decisions in a way that maximizes their rebate benefit. Candidates must possess an interest in learning more about the energy programs. Technical training will be provided. Candidates must be willing to support the assigned client programs during business hours (40 hours), Monday through Friday. This position requires a self-motivated individual with attention to detail and a genuine interest in understanding the energy efficiency programs supported. This individual will be responsible for identifying and understanding the energy, environmental, and optimization related problems with residential homes or commercial facilities. In this role you will work with our utility client s customers and regional installation contractors to assist and educate them on energy savings opportunities while also developing their understanding of how to optimize the utility rebate opportunities offered. Key Responsibilities Include: * Achieve daily, weekly and monthly quota and metrics expectations * Provide exemplary customer service while educating customers on active rebate program features, service offerings, program value and benefits * Accurately identify customer accounts to effectively determine program and rebate eligibility * Assist customers with their Home Energy Report to help them understand the data reported and to navigate short term and long term solutions to reduce their energy costs * Deliver and explain savings and energy analysis results to customers and contractors * Actively listen to customer needs and goals while looking for opportunities to cross-promote other rebate programs or generate leads for future program participation * Assist customers and contractors with the program application process either by phone, web chat, or through paper submittals * Perform a desk-top eligibility review and quality validation of rebate applications submitted by customers and contractors * Chat * Stay abreast of marketing activities and provide feedback on program marketing reactions to continue development and enhancement of the energy programs * Complete all commitments offered to customer in a timely manner; i.e. call backs, application updates, email responses, etc. * Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate * Perform the assigned duties with minimal supervision, but also work in a team problem-solving environment * Follow all policies and guidelines set by company * Maintain confidentiality regarding company and utility customer information


Qualifications Basic Qualifications: * College or some college training preferred * High school diploma or equivalent required * Must successfully pass drug and criminal background checks

Additional Qualifications: * Entrepreneurial mindset, high energy and self-motivated, results oriented person with a strong bias for action and work ethic * Ability to work with minimal day-to-day direction * Ability to work collaboratively in a matrix- team environment * Ability to actively listen and take initiative to seek actionable solutions to customer goals or problems * Ability to listen, negotiate and work with a wide range of customers * Ability to use a computer and navigate at high functionality * An action-oriented and results-driven individual who likes to be the one-stop solution for customers * Excellent oral and written communication skills * Flexible with the capacity to thrive in a high-change business environment

Location: /Virginia-Martinsville/

Requisition ID: /1700002548/