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Energy Efficiency Associate

Atlanta GA

To support our growth, ICF is adding staff to its energy efficiency team in the Atlanta, Georgia area to support a portfolio of energy efficiency programs. In this role you will provide project management support across residential and commercial energy efficiency projects with a specific focus on delivering an exceptional customer experience to program participants. You should have the unique combination of interpersonal and analytical skills that will make you a critical member of our team from the day you arrive. This role involves direct interaction and support across the energy efficiency implementation and customer service operations teams to ensure client expectations are met or exceeded. Additional roles include: training and coordination with customer service operations; overseeing rebate application processing; and working closely with program managers to continuously improve and monitor customer experience.


Key Responsibilities:

Work as part of an energy efficiency team ensuring that the implementation of utility-sponsored energy efficiency projects are successfully executed

Managing customer service and application processing key performance metrics

Evaluation and monitoring of quality to ensure client and customer expectations are met

Collaborate with IT team to refine processes to ensure efficient delivery of performance objectives

Collaboration with the customer service operations team to refine their processes and ensure successful program delivery

Development and presentation of weekly and periodic customer experience updates to internal and external team members

Develop training documents that support internal and external call center and processing center operations

Manage, track and report on customer escalations in coordination with internal program manager and client

Manage timely updates to customer experience documentation as it relates to rebate processing and customer service representative training


Job Qualifications:

Bachelor’s degree in Business, Communications or related field

Excellent written and spoken communication skills

Strong skills in MS PowerPoint

Strong Skills in MS Visio

Excellent Excel skills

Knowledge of energy efficient building practices and technologies


Preferred Skills/Experience

3-5+ years of experience working in a consulting, project management or customer experience role

Experience with operations and technology in support of customer service

Prior project management experience within a team environment

Knowledge of customer service methodologies

Familiarity with building science and energy efficiency principles

BPI Building Analyst Certification, LEED GA or AP




ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Posted June 5, 2017

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