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!)

What you will be doing:

• 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.  

What we need you to have (minimum qualifications):

• 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.

What we would like you to have:

• 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.

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.

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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:

$34,414.00