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.

Our dedicated team delivers an exceptional customer experience through prompt andaccurateprocessing of energy efficiencyrebateapplications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through the State ofColorado’sHome Energy Rebates Programfor 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. 

This position will be based Monday through Friday in our San Antonio, TX office. Individuals must be able to work an eight-hour shift between the hours of9:30 AM CT -6:00 PM CT.

What You Will Do:

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 areappropriately applying rebate payments. TheRepresentativeis an extension of a client’s business office staff. Representativesare responsible fortaking incoming and outgoingcalls to participants/homeowners/contractors to resolve issues or answer questions. All client policies and procedures areexpected to befollowed. Representatives will performany and alljob-related duties as assignedincluding but not limited to:

• Inbound & Outbound calling 

• Assistingcallers with application status or questions

• Providing expertcustomerservicesupport 

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

• Process applications for the Home Energy Rebate Programin accordance withall applicable program rules and regulations.

• Researching and responding to all inquiries received by telephone and mail.

• Providing thorough documentation ofcustomerservice support, issues, and escalations.

• Completingall business-related requests and correspondence fromparticipants

• Completingall assigned projectsin a timely mannerwith minimal supervision

• Assistingsupervisor and project managerin all requested tasks

• Proactively communicatingto Guidehouse management areas of concern or areas of improvement.

• Completing required training and routine continuous improvement activities

• Collaborationwith team members and leadership to achieve shared goals

• Learning andmaintainingknowledge about the needs of our client

Essential Job Functions:

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

• Enter, maintain, and track rebate applications in the program application and rebate processing platforms. 

• Inbound & Outbound calling 

• Assistingcallers with application status or questions

• Providing expert customer service support

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

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

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

• Make decisions which have financial, program benefit, and/or legal outcomes, and which involve technical complexity.

• Process and maintain large volumes of detailed program data.

• Completing all assigned projectsin a timely mannerwith minimal supervision

• Assistingsupervisor and project manager in all requested tasks

• Proactively communicating to Guidehouse management areas of concern or areas of improvement.