Operations Team Lead

Operations Team Lead

Location: Maryland Remote

Ready to make a difference?

To support our growth, ICF is adding staff to its energy efficiency team to support a wide range of energy efficiency programs. Our clients include utilities, recognizable Fortune 500 global corporations, as well as a variety of industries, and Government organizations. We are seeking a Operations Team Lead to take a significant role in the implementation of programs that will deliver and expand our offerings. You should have the unique combination of interpersonal and analytical skill that will make you a critical member of our team from the day you arrive. We place a premium on creativity, an ability to work independently when necessary but to function as part of a team, a drive to succeed, and a commitment to client satisfaction. 

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 leaders are highly trained, customer-oriented professionals who are eager to continue learning and building their expertise within the unique area of energy efficiency customer care.  

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:

• Provide guidance and execution for the Customer Care experience for Energy Efficiency related questions and processes.
• Training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on the customer care experience.
• Having the ability, desire, and experience to develop processes, lead and mentor others, and perform the critical tasks associated with inbound and outbound calls, is critical to our success.
• Our dedicated energy team delivers an exceptional customer experience through overseeing 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.  

What we need you to have (minimum qualifications): 

• High school diploma and  4+ Years of work experience in a professional business environment. 
• Must be able to pass background check

What we would like you to have:

• Previous business processing or back-office experience strongly preferred.  
• Liaison between Customer Service Reps, processors and management to ensure that customer issues are being resolved within a timely manner.  
• 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 issue management and risk mitigation background to de-escalate in a professional manner. 

Professional Skills:

• 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. 
• Ability to work with program participants ranging from homeowners to contractors in order to troubleshoot application requirements. 
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions.  
• Strong data entry skills 
• Excellent attention to detail  
• Accurate, yet meets deadlines and established daily performance goals
• Ability to work independently and with others.  
• Strong organizational and analytical skills  
• Strong analytical, problem solving and decision-making capabilities required. 
• Team player with the ability to work in a fast-paced environment. 
• Superior interperso