Technical Customer Service Specialist

The Vermont Energy Investment Corporation (VEIC) is a pioneering $31 million, 140-staff non-profit organization dedicated to reducing the economic, social, and environmental costs of energy consumption.  

Job Overview:  

Responds to or refers inquiries from customers, vendors and trade allies about energy efficiency products and services, provides energy savings information and materials to customers, and generates reports from databases, while contributing to a mission-driven, creative, enjoyable and stimulating work environment.   Assists with electric usage analysis, home surveys and the completion of commercial application prescriptive forms.  Also provides follow up support to Account Managers as needed.

Responsibilities include:

• Acts as primary responder to incoming calls via Efficiency Vermont's customer service telephone line.
• Provides electrical and other fuel technology information to residential and business customers, verbally and/or in writing, concerning energy use, energy efficiency and VEIC services.
• Analyzes customer inquiries and responds to or directs customers to appropriate internal or external sources to satisfy customer needs.
• Qualifies and manages incoming commercial and residential customer inquiries and makes determinations on how to proceed with energy savings opportunities.
• Responsible for learning, applying and staying up-to-date on a body of technical knowledge related to energy efficiency involving lighting systems, motors, HVAC and refrigeration.
• Makes outbound customer calls relating to mailings, new business development and customer follow-up.
• 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.
• Provides clear communications to customers, contractors, trade allies, and other interested parties concerning VEIC's services.
• Assists with customer complaint process handling follow-up and reporting.
• Understands and utilizes Residential Home Performance programs relative to inquiries and outgoing call responsibilities.
• Educates customers, initiates process and follows-up on Meter Loan Program.
• Retrieves information and generates reports from the company's databases.
• Maintains master resource list to answer customer inquiries.
• Provides and models exemplary customer service.
• Provides support to the activities of VEIC as necessary to accomplish organizational goals and objectives.

Qualifications:  

• Bachelor's degree and a minimum of two years of customer service and one year relevant technical experience (preferably in a customer contact role), or a similar combination of education and experience from which comparable knowledge and skills have been acquired. Relevant technical experience includes but is not limited to the following areas: HVAC, building envelope, weatherization, energy usage, and energy efficiency.
• Sound understanding of and ability to apply utility, energy and energy efficiency terminology and technology.
• High degree of interest & enjoyment in interacting with people and supporting their information needs and requirements.
• Experience in data entry and retrieval of information from databases.
• Proficiency with spreadsheets and word-processing preferred.
• Strong interpersonal skills, including excellent listening skills. Ability to interact in a positive and effective manner with a diverse group of customers and with staff throughout the organization.
• Good written communication skills.
• Willingness to work as part of team to reach team and individual goals.
• Ability to handle multiple tasks and projects concurrently and independently.
• Proven ability to be organized, detail-oriented and accurate.
• Proven problem-solving and decision-making skills.
• Ability to take personal initiative. Ability to use sound judgment when the unexpected arises.
• Sound understanding of electric utility rates and bills helpful.
• Strong personal commitment to VEIC's mission and values.