Operations Supervisor, Energy Customer Care

Operations Supervisor, Energy Customer Care
  
Location: Michigan (Remote with no local travel)

Are you Ready?
Do you love working with people? Do you have a passion for helping people, for saving the environment and for learning about energy efficiency? If yes, we want to hear from you! We are hiring a supervisor within our energy customer operations team.

Who we are!
ICF is a growing company with a large commercial energy business. Within our energy line of business, we work with leading utility and energy companies across the US and Canada to help them design and implement various energy programs where we work with customers and contractors to provide simple but effective solutions to reduce energy costs.  ICF’s Martinsville -based operations center is a technical support team dedicated to providing energy customers and contractors with guidance and assistance as they navigate energy-saving program solutions.  
 
Our dedicated energy team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency applications and supporting utility customers and contractor questions in a specialized and technical environment. Our work includes detailed eligibility verification of energy efficiency rebate applications, finalization of rebate applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, cross-promotion of other energy saving opportunities, and other types of back-office processing support for our utility clients and their customers.  
  
What you will be doing:

• Provide leadership and guidance for an Operations team, focusing on application processing, quality validation, and technical support via phone and online chat 
• Oversee staffing goals of the team while coordinating with other Customer Operations Supervisors to ensure all projects are finalized on a timely basis. 
• Promote, monitor, and when needed deliver training and mentoring to all staff. 
• Daily quality monitoring across all areas of support 
• Strong understanding and experience with data collection metrics including processing timeliness, and other metrics that affect customer satisfaction and overall project goals. 
• Excellent computer skills, including MS Word and Excel 
• Excellent written and verbal communication skills 
• Assist with production tracking for other work projects as needed to ensure we are staffing each project appropriately. 

What we need you to have (minimum qualifications): 

• Bachelor’s degree in (energy, communications, business or a related general field) and 
• 2+ years of experience in energy or a professional operations work environment
  OR
• Associate degree in (energy, communications, business or a related general field) and
• 3+ years of experience in energy or a professional operations work environment
  OR
• High School Diploma and
• 4+ years of professional work experience
  AND
• 2+ years of supervisory experience in an operations environment 

What we would like you to have: 

• Demonstrated ability to develop, implement and execute business processes. 
• Strong issue management and risk mitigation background  
• Strong personnel management skills and experience 
• Experience in sales or lead-generation 
• Strong verbal, interpersonal and written communication skills 
• Strong analytical, problem-solving, and decision-making capabilities.  
• Team player with the ability to work in a fast-paced environment. 
• Superior interpersonal skills including professionalism and a cooperative attitude. 
• Capable of handling multiple priorities and working limited overtime as necessary. 

Who may be a great fit! 
We are looking for a dynamic and self-directed individual who enjoys learning while also supervising an operations team of 10-15 direct reports. The Energy Customer Care Operations Supervisor is responsible for working in a variety of exciting areas geared to deliver an exceptional customer experience within ICF’s commercial energy business. The Operations Supervisor oversees the operational and business process activities for our energy efficiency work. Key responsibilities include ensuring quality service and operational performance within the parameters of the customer’s program and delivery standards, analysis of operational processes, establish and maintain escalation procedures, and overseeing training needs assessments to identify opportunities for service delivery improvements. The Supervisor is responsible for employee staffing and program training, including detailed energy program knowledge and process adherence. The Supervisor also selects, develops, and evaluates personnel to ensure operational goals a