Job Description

As an Energy Efficiency Customer Service Representative in ICF’s Operations Center, 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.

Basic Qualifications:

• 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

Preferred Skills/Experience:

• 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.

Required Skill Sets and Abilities:

• 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.

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 a workplace that allows everyone to thrive. We are an equal opportunity employerTogether, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email Candidateaccommodation@icf.com and we will be happy toassist All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations. 

Read more about workplace discrimination rightsor our benefit offerings which are included in the  Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted This policy is in place tomaintainthe integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.  

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

$31,422.00 - $53,417.00Michigan Remote Office (MI99)