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VEIC · 1 week ago

Energy Advisor

Winooski, VT

Full-time

Hybrid

Mid Level

$25/hr - $25/hr

3+ years exp

VEIC is dedicated to energy efficiency and sustainability, and they are seeking an Energy Advisor to assist customers in understanding energy use and conservation practices. The role involves providing expert consultation, managing customer inquiries, and directing clients to relevant programs and services.

EnergyEnergy EfficiencyNon ProfitSustainability

Work & Life Balance

Responsibilities

Performs duties as energy consultant to incoming callers via all incoming VEIC telephone lines and email queues

Works independently and as a team player to maximize use of time managing general workflow, call volume and assigned tasks

Provides electrical, heating and process fuel, transportation, and renewable guidance/ information to residential and business customers, verbally and/or in writing

Qualifies and manages incoming commercial and residential customer inquiries, utilizes energy savings analysis tools, and makes recommendations on how to proceed with energy saving opportunities via the most appropriate technology or financing option

Responsible for learning, applying and staying up to date on a large body of technical knowledge relating to energy efficiency, lighting systems, motors, HVAC, refrigeration, unregulated fuels, weatherization processes, new construction and renewable energy options

Makes outbound customer calls related to mailings, email marketing, new business development and other customer follow-up on behalf of all VEIC Divisions and/or contracts as assigned

Enters appropriate data into the company’s technical and customer databases, tracks and records nature of incoming calls and emails on a daily basis

Ensures inquiries requiring follow-up are well-researched, documented and referred for response according to departmental standards

Assists with Customer Communications process handling follow-up, resolution and reporting of complaints and feedback

Provides customer education and initiates processes relative to meter loan services and is responsible for meter loan follow-up and consultation as required

Works cooperatively with utility partners to enhance working relationships and provide best-in-class service to ratepayers

Understands and effectively services customers calling for Residential and Commercial Energy Code assistance

Works with commercial and residential customers to process rebate/incentive applications and prescriptive forms

Offers thoughtful analysis and makes recommendations as a team member to improve processes relative to any and all customer service functions

Participates in on-going training internally and externally as required

Other duties as assigned

Qualification

Energy efficiency knowledgeCustomer support experienceTechnical terminology applicationData entry skillsProblem-solving skillsFluency in SpanishInterpersonal skillsVerbal communicationWriting skillsTeam collaboration

Required

Strong personal commitment to the mission, vision, goals and values of VEIC

Associate's degree in a relevant field, plus three years of customer support experience, or a similar combination of education and experience from which comparable knowledge and skills have been acquired

Previous experience in a Contact Center with demonstrated achievement in phone sales delivering exceptional service in ways that are consistent with company mission

Sound understanding of and ability to present and apply technical or industry-specific terminology in all matters pertaining to energy, energy efficiency, electricity, heating and process fuels, transportation and renewables

Must have or obtain an accredited industry certification within one year of employment

High degree of interest and enjoyment interacting with people and supporting their information needs and requirements

Ability to explain information effectively to a diverse customer base and interact in a positive and effective manner with internal staff

Strong interpersonal skills, including active listening skills, verbal communication skills in person and over the phone, excellent writing skills, and ability to maintain a positive demeanor

Demonstrated ability to be punctual, organized, detail-oriented, accurate, and able to handle multiple tasks and competing priorities concurrently and independently

Experienced in data entry and retrieval of information from databases

Proficient in word processing, spreadsheets, and database software

Proven problem-solving and decision-making skills, and ability to take personal initiative

Ability to use sound judgment when the unexpected arises and to resolve customer issues quickly and effectively

Ability to process and relay new information quickly and accurately

Demonstrated experience working in a collaborative team environment as a reliable, accountable, honest and focused contributor