Customer Care Agent Energy Efficiency (Call Cen...
Customer Care Agent (Call Center) - Energy EfficiencyLocation: Remote (Must be based out of New Jersey)
Ready to make a difference?As a Customer Service Representative our successful team members perform in a variety of exciting areas geared to deliver exceptional customer experience within ICF’s commercial energy business. Our work includes high‑volume inbound and outbound customer interactions supporting applicants and program participants across a wide portfolio via phone and online chat, and email. 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: 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:
- Handling a high volume of non‑scripted customer interactions via phone, email, and chat while meeting quality and productivity standard. This includes status of rebates, scheduling, submittal procedures and discussions of program guidelines.
- Conducting proactive outbound calls and follow‑ups as part of daily call center operations
- Reviewing and assisting customers with energy application inquiries and program questions
- Provide technical assistance and guidance on energy efficient technologies and practices to companies participating in utility-sponsored programs
- Interface with customers and contractors participating in utility sponsored programs.
- Coordinate with or follow up on program quality control activities such as inspections and customer surveys as appropriate.
- Other administrative duties as assigned.
What we need you to have (minimum qualifications):
- High school diploma.
- 2+ years of call center or high‑volume customer service experience on the phones
- 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:
- Previous sales or customer service experience preferred.
- Strong computer skills (data entry, database navigation) and ability to type 45–50 wpm.
- Ability to identify issues, analyze information, and develop solutions quickly.
- Professional, courteous, and cooperative attitude; strong team player.
- High energy, positive attitude, and enthusiasm; able to work independently and in a fast-paced environment.
- Strong organizational and analytical skills; able to manage multiple priorities.
- Willingness to work limited overtime when needed.
- Ability to sit for extended periods in a distraction-free environment.
- Takes pride in making a positive impact; eager to learn about the energy industry.
- Experience assisting diverse program participants (homeowners, contractors) and troubleshooting application requirements.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage PolicyAt ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is:$34,414.00 - $58,504.00New Jersey Remote Office (NJ99) apply to this job