Looking for an opportunity to make an impact?
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like the kind of environment where you can thrive, keep reading!
Leidos is hiring a Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. If you’re someone who likes to work in a call center environment, help people and solve problems, please apply to be part of this exciting program.
A large part of this position includes taking incoming phone calls for the Ameren Illinois residential energy efficiency program. Helping with customer education and counseling with respect to residential energy efficiency (behavioral changes, programmable thermostat training, do-it-yourself upgrades, etc.), often including the review of energy audit reports with the customer. Assist the customer in obtaining and reviewing estimates and contacting their selected insulation/air sealing, home performance, or other contractor to schedule work. The position will also be responsible for working in database management systems and technical reference guides to review energy efficiency applications and will report to the HES Manager.
Location Requirements: Candidate may be remote anywhere within the United States, however, must be willing to travel to Peoria, IL up to 10% of the time for the role. This position is fully remote with minimal travel to Peoria, IL, typically once or twice per year.
Other responsibilities include:
Implement an Energy Efficiency Plan:
Create and populate records in Customer Management System
Complete and collect appropriate customer paperwork
Provide overview of the program(s)
Conduct entry interview and energy advising consultation
Review available rebates, incentives with customer; assisting with finding and/or providing rebate forms; assisting with the completion of those forms using electronic forms when possible
Provide follow up to customers to help them complete home energy upgrades or participate in related programs; Remove customer barriers and leverage customer motivation
Track all activity in Customer Management System:
Fill out all appropriate fields in Customer Management System
Follow reporting requirements outlined by the Program Manager
Integrate with and support related departments as needed, such as residential energy audits, trade ally management, rebate processing, and quality assurance
Properly execute all energy advisor workflows
Address all program issues including customer, trade ally or utility complaints based on the defined procedures including proper documentation and follow-up
Plan, coordinate, and follow through on tasks and assignments in a timely manner
Other duties as assigned
Required Education & Experience:
High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required. May consider additional years of experience in lieu of degree
Ability to travel to the Peoria, IL area as needed (typically once or twice per year)
Demonstrated fluency in English language, both written and oral
Experience with or strong knowledge of building science principles
Expertise with or ability to learn web-based software Microsoft Office
Strong listening, oral and written communication skills
Ability to communicate with clients and co-workers in a friendly, positive, respectful manner
Ability to maintain a professional demeanor, even under pressure
Effectively utilizes available resources to achieve goals
Strong organizational and time management skills
Demonstrate accuracy and thoroughness in all work products
Self-motivated and driven to deliver on goals
Ability to prioritize, multi-task and deliver in a fast-paced environment
Ability to identify improvement opportunities
Reliable internet connection for remote work
Quiet, secure, and distraction-free work space for remote work
Preferred Qualifications
Call Center Representative that can accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior
Industry experience preferred
We take care of our employees. Leidos seeks the best and the brightest, and in return, we invest in you, with an eye on your future, through career advancement, growth opportunities and continuous improvement via mentoring, formal and informal project management training and assistance with obtaining pertinent certifications. We challenge you to help solve some of the world’s toughest problems, and reward you with a welcoming culture that recognizes the importance of a strong work/life balance, as well as competitive compensation and benefits. We believe that diversity and inclusion make us all better and offer the chance to have fun and make a difference.
Original Posting Date:2025-01-31While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:Pay Range $34,450.00 - $62,275.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.