Energy Advisor

Job Summary

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 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 video conference. 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.

This is a hybrid position, and the ideal candidate will be located in Vermont.

• 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.

• 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…