Overview

The Energy Advisor serves as a first point of contact for questions supporting VEIC's programs, including Efficiency Vermont. An example of this work is directing residential and commercial customers to the appropriate federal, state, municipal, public, private, and non-profit programs and services. This person will enjoy finding solutions and have the ability to manage competing priorities while maintaining an excellent level of customer service.

We are committed to building an inclusive work community that represents a vibrant diversity of background, experience, perspective, and thought. Climate change impacts all of us; however, we are impacted differently based on our identities and experiences. We all deserve a place at the table to make decisions about our collective future – we hope you’ll consider joining us as we work towards our vision for a healthy planet, thriving people, and energy justice. 

Qualified candidates located in Vermont will be considered. Candidates across all markers of identity (age, race, gender, ability, veteran status, communication style, etc.) are highly encouraged to apply.

VEIC is a sustainable energy company on a mission to generate the energy solutions the world needs. For over 30 years VEIC has been working with governments, utilities, foundations, and businesses across North America to develop and deploy clean energy services that provide immediate and lasting change. With expertise in energy efficiency, building decarbonization, transportation electrification, and new approaches for a clean and flexible grid, VEIC brings innovative solutions to the market. VEIC is nationally recognized for developing pilots and programs that optimize energy use, reduce energy burdens for low-income customers, and advance new technologies. In addition to our full-service consulting business (Energy Services), VEIC administers three large-scale sustainable energy programs: Efficiency Vermont, Efficiency Smart, and the DC Sustainable Energy Utility (DCSEU). #LI-Hybrid

Responsibilities

• 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.

Qualifications

• 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 ways that are consistent with company mission.
• 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.
• 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.
• Ability to explain information effectively to a diverse customer base and interact in a positive and effective manner with internal staff.
• 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.
• Demonstrated ability to be punctual, organized, detail-oriented, accurate, and able to handle multiple tasks and competing priorities concurrently and independently.
• Experienced in data entry and retrieval of information from databases. Proficient with word processing, spreadsheets, and database software.
• Proven problem-solving and decision-making skills, ability to take personal initiative. Ability to use sound judgment when the unexpected arises and to resolve customer issues quickly and effectively.
• Ability to process and relay new information quickly and accurately.
• Demonstrated experience working in a collaborative team environment as a reliable, accountable, honest, and focused contributor.
• Fluency in Spanish is preferred.