Customer Care Lead - Energy Efficiency

Customer Care Team Lead - Energy Efficiency 
Location: Texas (Remote)

Ready to make a difference?
The Team Lead, reporting to the Customer Care Operations Supervisor, will provide guidance and execution for the Customer Care experience for Energy Efficiency related questions and processes. The successful candidate’s responsibilities will include training, scheduling, production, mentoring, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on 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, online chat and email is critical to our success. Our work includes inbound and outbound support for applicants and program participants via phone, email and online chat. 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 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:

• Interface with customers and contractors participating in utility sponsored programs when needed.  
• Coordinate with or follow up on program quality control activities such as inspections and customer surveys as appropriate. 
• Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team. 

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What we need you to have (minimum qualifications): 

• 3+ 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 with drug screening. 

What we would like you to have:

• Minimum of 2 years of work experience in a professional business environment. 
• Previous business processing or back-office experience strongly preferred.  
• Liaison between Customer Service Reps 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. 
• Strong personnel management skills. 

Professional Skills:

• Strong written and verbal communication skills
• High energy, positive attitude, and enthusiasm when working with teams and customers
• Ability to troubleshoot application requirements for diverse participants (homeowners to contractors)
• Skilled in problem definition, data collection, fact analysis, and drawing conclusions
• Proactive in identifying and resolving issues; develops alternative solutions
• Strong data entry skills with excellent attention to detail
• Accurate work while meeting deadlines and daily performance goals
• Ability to work independently and collaboratively
• Strong organizational and analytical skills
• Advanced problem-solving and decision-making capabilities
• Team-oriented and adaptable to fast-paced environments
• Superior interpersonal skills: courteous, professional, and cooperative
• Flexible to manage multiple priorities and occasional overtime
• Takes pride in making a positive impact on program participants

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 a workplace that allows everyone to thrive. We are an equal opportunity employer