Energy Efficiency Customer Care Agent 
Location: Michigan (Remote)

Ready to make a difference?
As a Customer Service Representative our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICF’s 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. 

What you will be doing:

Non scripted customer interactions via phone, email and software chat application Professional Outreach  Reviewing and assisting customers with energy application inquiries and program questions Other admin duties as assigned   

What we need you to have (minimum qualifications): 

High school diploma or GED Must be able to pass background check  

What we would like you to have:

Proficiency with MS Word, Excel and other programs within the MS Office Suite 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. 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. Experience working with program participants ranging from homeowners to contractors in order to troubleshoot application requirements. Identifies, defines and resolves problems in a timely manner, gathers and analyzes information skillfully, and develops alternative solutions Ability to work independently and with others Strong organizational and analytical skills Ability to type 45 to 50 wpm preferred 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. Desire and ability to quickly learn about the energy business 
 

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 & AA policy.

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 Candidateaccommodation@icf.com 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 here: Requesting an Accommodation for the ICF interview process.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

 

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:

$27,743.00 - $47,163.00

Michigan Remote Office (MI99)