Customer Care Agent Energy Efficiency (Call Center) - REMOTE

About the position

Customer Care Agent (Call Center) - Energy Efficiency Location: 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!)

Responsibilities

• 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.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• 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!)