Customer Service Representative (Remote)

Customer Service Representative (Remote)
Commercial Energy Customer Care Representative 

Location: Virginia (Remote) 
 
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 in Michigan. 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. 
 
Why you will love working here: 

• Quality of life: Flexible workplace arrangements, work-life balance 
• Investment of the community: Donation matching, volunteer opportunities 
• Investment in you: Tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan 
• And many, many more (Ask your recruiter for more details!) 

What you will be doing:

• 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, 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 

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborat