Customer Care Specialist

Position Overview

Leidos is hiring a Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. The position's pay range is $19.00-$21.00 an hour based on experience.

Location:

Must be located within Ameren IL Service Territory.

• Take incoming phone calls for the Ameren Illinois residential energy efficiency program, helping with customer education and counseling regarding residential energy efficiency.
• Assist the customer in obtaining and reviewing estimates, and contact selected contractors to schedule work.
• Work in database management systems and technical reference guides to review energy efficiency applications and report to the HES Manager in Peoria, IL.
• Implement an Energy Efficiency Plan:
  • Create and populate records in Customer Management System.
  • Complete and collect appropriate customer paperwork.
  • Provide overview of the program(s).
  • Conduct entry interview and energy advising consultation.
• Review available rebates, incentives with customers; assist with finding and/or providing rebate forms; assist with the completion of those forms using electronic forms when possible.
• Provide follow up to customers to help them complete home energy upgrades or participate in related programs; remove customer barriers and leverage customer motivation.
• Track all activity in Customer Management System:
  • Fill out all appropriate fields in Customer Management System.
  • Follow reporting requirements outlined by the Program Manager.
• Integrate with and support related departments as needed.
• Properly execute all energy advisor workflows.
• Address all program issues including customer, trade ally or utility complaints based on defined procedures including proper documentation and follow-up.
• Plan, coordinate, and follow through on tasks and assignments in a timely manner.
• Other duties as assigned.

• High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required. May consider more years of experience in lieu of degree.
• Ability to travel to the Peoria, IL area as needed.
• Demonstrated fluency in English language, both written and oral.
• Expertise with or ability to learn web-based software Microsoft Office.
• Strong listening, oral and written communication skills.
• Ability to communicate with clients and co-workers in a friendly, positive, respectful manner.
• Ability to maintain a professional demeanor, even under pressure.
• Effectively utilizes available resources to achieve goals.
• Strong organizational and time management skills.
• Demonstrate accuracy and thoroughness in all work products.
• Self-motivated and driven to deliver on goals.
• Ability to prioritize, multi-task and deliver in a fast-paced environment.
• Ability to identify improvement opportunities.
• Reliable internet connection for remote work.
• Quiet, secure, and distraction-free workspace for remote work.

• Call Center Representative that can accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.