Commercial Energy Customer Service Representative

As an Energy Efficiency Customer Service Representative in ICFs Operations Center our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICFs commercial energy business. 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.

Basic Qualifications:

• High school diploma or equivalent required.
• Basic computer skills including proficiency with MS Word Excel and other programs within the MS Office Suite
• Desire and ability to quickly learn about the energy business

Preferred Skills/Experience:

• 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.

Required Skill Sets and Abilities:

• 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
• Must type 45 to 50 wpm
• Strong analytical problem-solving and decision making capabilities required.
• 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.

Working at ICF

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: