Energy Advisor

Description

• Works independently and as a team player to maximize use of time managing general workflow, call volume and assigned tasks.
• Assists with Customer Communications process handling follow-up, resolution and reporting of complaints and feedback.
• Occasional movement between meeting spaces, collaboration areas, and individual workstations
• Performs duties as energy consultant to incoming callers via all incoming VEIC telephone lines and email queues.
• Offers thoughtful analysis and makes recommendations as a team member to improve processes relative to any and all customer service functions.
• Provides customer education and initiates processes relative to meter loan services and is responsible for meter loan follow-up and consultation as required.
• 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.
• Works cooperatively with utility partners to enhance working relationships and provide best-in-class service to ratepayers.
• Participates in on-going training internally and externally as required
• 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.
• 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.
• Works with commercial and residential customers to process rebate/incentive applications and prescriptive forms.
• 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.

Requirements

• Previous experience in a Contact Center with demonstrated achievement in phone sales delivering exceptional service in ways that are consistent with company mission.
• Demonstrated ability to be punctual, organized, detail-oriented, accurate, and able to handle multiple tasks and competing priorities concurrently and independently.
• Strong personal commitment to the mission, vision, goals and values of VEIC.
• Regular use of computer, keyboard, mouse, and telephone/headset requiring fine motor skills and repetitive hand/wrist movements
• This position does not require regular travel. Occasional in-person attendance at company events or meetings (typically 0–2 times per year) may be encouraged, but participation is often optional or available virtually.
• Minimal lifting requirements (typically under 15 pounds) for office supplies, equipment, or materials
• Visual acuity to view digital screens, documents, and presentations for prolonged periods
• 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.
• Cognitive focus for simultaneous management of multiple communication streams, projects, and stakeholder relationships
• 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.
• 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.
• Experienced in data entry and retrieval of information from databases. Proficient in word processing, spreadsheets, and database software.
• Demonstrated experience working in a collaborative team environment as a reliable, accountable, honest and focused contributor.
• 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.
• Fluency in Spanish is preferred.
• Understands and effectively services customers calling for Residential and Commercial Energy Code assistance.
• Ability to explain information effectively to a diverse customer base and interact in a positive and effective manner with internal staff.
• Ability to remain stationary at a workstation for extended periods (typically 6-8 hours per day with regular breaks)
• Verbal communication abilities are sufficient for clear articulation during in-person and virtual meetings, presentations, and discussions
• Ability to process and relay new information quickly and accurately.
• Auditory capabilities to participate effectively in conversations, conference calls, and virtual collaboration sessions
• 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.

Benefits

• No Travel Required
• VEIC provides ergonomic assessments and appropriate accommodation to support team members in this collaborative environment, if needed. Our commitment to wellness includes encouraging regular movement breaks and supporting flexible work arrangements that promote sustainable productivity aligned with our core values.

Training + Development

Interview process

Visa Sponsorship

Security clearance