Customer Support Representative -Entergy Solutions Program

Job Overview: APTIM, an award-winning national energy solutions company, is seeking an experienced Customer Support Representative.
This position is primarily responsible for ensuring excellent service standards, responding efficiently and effectively to utility customer inquiries, and maintaining high customer satisfaction through collaboration with Program Implementers.
This position is equally responsible for day-to-day customer interactions and utilizing the customer support software, following policies and procedures around its use and documenting adjustments as needed, learning all features and functions, and troubleshooting any issues that arise.
This role involves direct engagement with utility customers, Program team members and implementers, responsible for a variety of tasks including customer support through inbound and outbound calling, and website update support.
This position is responsible for providing program services and support for Entergy Louisiana's Entergy Solutions Program.
Entergy Solutions is the state's energy efficiency program and an incentive program available to all Entergy Louisiana electric customers.
The program provides cash incentives to customers for making improvements to residential and commercial buildings that will reduce electricity usage.
Our role as the Program Administrator is to develop energy-savings programs that are vital in the marketplace for residential and business customers.
APTIM is responsible for designing and managing program operations; measuring, tracking, and reporting results; marketing, outreach, and community engagement; and providing engineering and technical resources.
APTIM's Energy Solutions team is a recognized leader in the marketplace.
Our award-winning team pursues highly innovative programs providing the full breadth of energy solutions including Demand Side Management, Smart Energy Solutions, Distributed Energy Resources, Grid Modernization and Resiliency.
Our consultants proactively collaborate to define and implement strategies and campaigns around key client drivers, with the primary focus of finding and delivering rewarding projects that exceed expectations and meet unique needs for our clients.
The successful candidate will immediately assume an active role supporting the operational activities for the program.
The Customer Service Representative will work with cross-functional teams to deliver key products and services essential to the success of Entergy Solutions Program.
Mastery of data entry into CRM data-base systems, preparing reports, leading response to information requests with the primary focus of finding and delivering high-impact interactions that exceed customer and client expectations.
The successful candidate will consistently demonstrate a commitment to fostering a collaborative work environment within the team and the broader organization.
This individual will demonstrate excitement to help customers, patience, and empathy.
Additionally, confidence with troubleshooting and investigating issues for customers or with the software will be imperative in this role.
You will be working with others who are passionate about clean energy, energy efficiency and making a positive impact on the industry.
Key Responsibilities/Accountabilities: Completing various administrative duties supporting multiple projects including, but not limited to, administration needs, database entry, expense report submittals, report preparation.
Delivering prompt and professional service to our potential and current participants via Zendesk and other internal systems to ensure timely and accurate response to customers.
Provide consultative customer service; help to determine the best next step for the customer's needs.
Learning APTracks and supporting website updates.
Evaluate team resource access needs to successfully resolve customer complaints, improve customer service, and maintain satisfied customers.
Escalate any barriers to customer support success to the program leadership.
Learn, manage, and train on the customer support software.
Manage incoming phone calls, emails, chats, and tickets; learn new software features as introduced.
Maintain a polite, helpful, and professional manner at all times.
Develop, maintain, and engage with customers through email and outbound calling and updating program databases as needed.
Utilize program spreadsheets, tools, resources, and databases to support customers as necessary.
Develop relationships with program participants, trade allies, and program partners to identify and address their needs and remove barriers to participation.
Coordinate with Program Team to ensure program needs, including project planning, research, reporting, organization of files, paperwork, and data entry, are met.
Sound business ethics, including the protection of proprietary and confidential information.
Ability to work with all levels of internal staff, as well as outside clients and vendors.
All other duties as assigned.
Ensure compliance with all APTIM quality and safety policies as well as all OSHA regulations.
Basic Qualifications: High school diploma or GED required; associate or bachelor's degree from an accredited two or four-year college or university or equivalent work experience.
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3+ years of relevant customer service experience.
Strong phone contact handling and active listening skills.
Critical thinking skills with ability to analyze situations, identify existing or potential problems, and recommend solutions; be a natural problem solver.
Customer oriented with ability to adapt and respond to wide variety of utility customers and respond appropriately under pressure.
Familiarity with CRM systems and practices.
Proficiency in Microsoft Office Suite.
Proofreading and editing skills.
Self-starter with the ability to manage time and prioritize projects within established deadlines and handle multiple tasks simultaneously.
Excellent written and oral communication skills.
Availability to work Monday through Friday 9 am to 5 pm.
Desired/Preferred Qualifications: 1+ years' direct experience in the energy efficiency industry preferred.
Ability to learn program knowledge quickly and process information to apply to customer needs.
Knowledge of Microsoft Dynamics.
Multilingual.
Understanding of energy efficiency technologies and energy-saving solutions including, lighting, HVAC and building envelope.
Company Overview: APTIM is a global leading professional services company specializing in engineering, program management, environmental services, disaster recovery, complex asset operation and maintenance, and construction services.
Serving Federal, State & Local, Industrial, Commercial, and Energy & Power clients, we are your partner and relentless advocate.
What We Do: Whether it's safeguarding and maintaining critical power infrastructure, helping communities recover from natural disasters, enabling our armed forces and first responders, or transforming landfills into public parks, we go to work each day knowing that we are making an impact on the world.
These are huge responsibilities, and we take them seriously.
Thinking differently and challenging the norm is our mandate.
Every day we plan for the unexpected, develop critical insights, and deliver new, creative adaptive solutions.
We do this by leveraging teams that include engineers, scientists, builders, economists, craft professionals, procurement, logistics and process experts.
Watch our " How We Make a Difference " Video.
https://www.
aptim.
com/ https://www.
entergy-louisiana.
com/energy_efficiency/main/