Call Center and Rebate Application Representative

Overview

Guidehouse is a leading management consulting firm serving the public and commercial markets.  We guide our clients forward towards new futures that build trust in society and your professional skills along the journey.  Join us at Guidehouse.

Responsibilities

Please note that this position is based in San Antonio, Texas.Supporting Mountain and/ or Pacific Time Zone hours.

Essential Job Functions

Our dedicated team delivers exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebatesthrough several stategovernment Home Energy Rebates Programs for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants(residents/consumers and contractors)and other program partners.The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

The ideal candidate is a proven self-starter who enjoys a dynamic and fast-paced environment. Strong organizational, collaborative, interpersonal and adaptive skills are necessary. This position will have tasks ranging from data entry and reporting results, verifying documentation and processing applications, direct support via phone and email, and working collaboratively with the team to meet program goals. Additional activities include: 

• Enter,maintainand track rebate applicationsin the program application and rebate processing platforms.

• Take and process updates to online rebate applicationsreceived by telephone, email, and other forms correspondence from program participants and other program partners.

• Maintain knowledge of eligible products, services, and customer service processes & procedures.

• Communicate and resolve disputed rebate claim data.

• Provide expertise and guidance to program participants in interpreting policies to assure program participation and compliance.

• Engagewith participants on matters related to energy efficiency.

Our task is to organize and make sense of a wide variety of project data, proof of income, receipts, invoices, and other documents to make sure we are appropriately applying rebate payments. To achieve this, the Call Center Representative/Rebate Specialist will:

• Strong Verbal/Written Communication Skills

• Possible heavy inbound or outbound calling; guiding applicants through the application processand addressinggeneral questions about the program including rebates.

• Encouraging participant satisfaction.

• Process applications for the Home Energy RebateProgramsin accordance with all applicable program rules and regulations.

• Manage assigned workload with the provided tools and resources.

• Serve as a primary contact with program participants and contractors of residential units.

• Review and authorize cases involving the Home Energy Rebate Programs; with an understanding of when situations need escalation or further informaiton

• Perform other duties, tasks, and special projects assigned including but not limited to:

• Providing back-up support to other Rebate Specialists

You’re a great fit if you can demonstrateyour ability to:

• Accept responsibility, work independently, and manage time effectively to meet deadlines.

• The ability to quickly learn new skills and subject matter

• The ability to apply newly acquired skills using logic and reasoning to sets of transaction data

• The ability to multi-task and effectively prioritize tasks

• A highly motivated, driven, and dynamic attitude towards work and career

• The ability to excel within a team environment and independently

• Work with a varied client base including special populations/clients with special needs and communication barriers.

• Handle difficult situations in a professional and empathetic manner, when dealing with the public.

• Make decisions which have financial and/or legal consequences, and which involve technical complexity.

• Process and maintain large volumes of detailed program data.

• Ability to initiate and follow through on projects and work independently with minimal supervision required

• Excellent strategic planning, management, and implementation skills

• Innovative, motivated, and able to lead by example

What You Will Need:

• High School Diploma or GED equivalent required 

• Minimum of 1 year of previous experience within a customer-facing environment required; Call Center experience in an inbound/outbound customer support environment preferred

• PC skills in a Windows environment are required. Knowledge and utilization of desktop applications to include Word and Excel is essential

• Detail-oriented and flexible

• Ability to successfully prioritize and self-manage: You will be working with a Supervisor on tasks, but it will be helpful to understand the gist of our work and direct yourself to the highest priority activities

• Excellent verbal and written communication skills

• Ability to initiate and follow through on projects and work independently with minimal supervision required

• Would not require sponsorship now or anytime in the future to work in the United States

What Would Be Nice to Have:

• Associate or Bachelor’s degree a plus

• Specialized experience with application processing, business processing or financial eligibility experience.

• Specialized grant managementexperience and familiarity with grant management processes and regulations.

• Specialized experience with energy efficiency and electrification programs.

• Specialized financial documentation experience with various financial documentation (purchase orders, invoices, check registers, etc.).

• Bilingual abilities are a plus.