Vermont Energy Investment Corporation

Customer Support Specialist

Job Locations US-VT-Winooski
# of Openings
1
Category
Customer Support
Deadline to Apply
6/30/2021

Overview

Performs work as a contact center representative assisting internal and external customers in a collaborative, professional office environment.  Answers inbound calls and makes outbound calls to an audience including the general public, VEIC staff and affiliates, regulatory and utility partners, vendors, trade allies and contractors.  Provides expert consultation on how best to reduce energy use and carbon emissions by applying knowledge and understanding of efficiency and conservation practices in the fields of electricity, heating and process fuels, transportation and renewables.  Directs residential and commercial customers to related federal, state, municipal, public, private and non-profit programs and services.  Manages program information and customer inquiries in multiple states and jurisdictions.  Communicates and presents information clearly, persuasively and effectively in-person and through phone, email, text, chat, and videoconference.  Completes short-term goals while remaining focused on long-term objectives.  Works with multiple technical applications and databases.  Learns, understands and implements new procedures and messaging quickly.   Solves challenging problems while working under deadlines. Adjusts to changing priorities easily without diminishing customer value.  Contributes regularly to a mission-driven, creative, enjoyable and stimulating work environment.

 

 

 

We are committed to building a work community that is inclusive and represents a vibrant diversity of background, experience, perspective, and thought. Climate change impacts all of us; however, we are impacted differently based on our identities and experiences. We all deserve a place at the table to make decisions about our collective future – we hope you’ll consider joining us as we work towards our vision for a healthy planet, thriving people, and energy justice.

Candidates across all markers of identity (age, race, gender, ability, communication style, etc.) are highly encouraged to apply.

 

Responsibilities

 

 

Essential Functions:

  • 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

Qualifications

    • 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. Additional certifications are desired but not required.
    • 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 with word processing, spreadsheets, and database software.
    • Proven problem-solving and decision-making skills, 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.
    • Fluency in Spanish is preferred.

    Working Conditions:

    Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.).  No known environmental hazards are encountered in normal performance of job duties.

    External - Travel to special events, training and/or off-site meetings required periodically.

    Physical Demands:

    Company will provide adaptive devices as needed.

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