Commercial Energy Customer Service Representative

ICF is a global advisory and technology services provider, and they are seeking an Energy Efficiency Customer Service Representative to deliver exceptional customer experiences within their commercial energy business. This role involves processing energy efficiency applications, providing customer support, and maintaining attention to detail in a specialized environment.

Responsibilities:

• Perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICF’s commercial energy business
• Deliver an exceptional customer experience through prompt and accurate processing of energy efficiency applications
• Provide overall customer service in a specialized and technical environment
• Conduct detailed reviews of energy incentive applications for eligibility
• Finalize energy applications and resultant payments
• Provide inbound and outbound support for applicants and program participants via phone and online chat
• Offer back office processing support for utility clients and their customers

Requirements:

• 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
• 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
• 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