Energy Efficiency Customer Care Agent

Job Description:  

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.  

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.  

What you will be doing: 

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   

What we need you to have (minimum qualifications): 

High school diploma and 

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  

What we would like you to have:  

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, professiona