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Commercial Energy Customer Service Representative

May 14, 2026

DescriptionAs an Energy Efficiency Customer Service Representative in ICF’s Operations Center, our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience within ICF’s commercial energy business. Our dedicated energy team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency applications, and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of energy incentive applications for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, and other types of back office processing support for our utility clients and their customers. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail. ICF provides best in class customer and client support through our specialized energy efficiency team by leveraging state of the art call center technology, online web chat, and efficient business processes within a paperless environment. Our team members are highly trained, customer-oriented professionals who are eager to continue learning and building their expertise within the unique area of energy efficiency customer support. Basic Qualifications: <ul><li>High school diploma or equivalent required. </li><li>Basic computer skills including proficiency with MS Word, Excel and other programs within the MS Office Suite </li><li>Desire and ability to quickly learn about the energy business </li></ul>   Preferred Skills/Experience: <ul><li>Previous business processing or back office experience strongly preferred. </li><li>Ability to accurately process applications within a highly repetitive processing environment. </li><li>Previous sales or customer service experience preferred. </li><li>Computer skills to include data entry with a high degree of accuracy and speed, and database navigation preferred. </li></ul>    Required Skill Sets and Abilities: <ul><li>Strong communication skills, both written and oral, required. </li><li>Ability to display high energy level, positive attitude, and enthusiasm for the program while working with team members, customers and other program participants. </li><li>Ability to work with program participants ranging from homeowners to contractors in order to troubleshoot application requirements. </li><li>Ability to define problems, collect data, establish facts and draw conclusions </li><li>Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions </li><li>Strong data entry skills </li><li>Excellent attention to detail </li><li>Accurate, yet meets deadlines and established daily performance goals </li><li>Ability to work independently and with others </li><li>Strong organizational and analytical skills </li><li>Must type 45 to 50 wpm </li><li>Strong analytical, problem-solving and decision making capabilities required. </li><li>Team player with the ability to work in a fast-paced environment. </li><li>Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required. </li><li>Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required. </li><li>Able to sit for prolonged periods of time.  </li><li>Takes pride in own ability to positively make a difference in the lives of program participants. </li></ul>Working at ICFICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.<div>We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our <a href="https://www.icf.com/legal/equal-employment-opportunity" target="_blank">EEO</a> policy.We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email <a href="mailto:Candidateaccommodation@icf.com" target="_blank">Candidateaccommodation@icf.com</a> and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  </div><div></div><div>Read more about <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">workplace discrimination rights</a> or our benefit offerings which are included in the <a href="https://www.icf.com/legal/equal-employment-opportunity" target="_blank">Transparency in (Benefits) Coverage Act.</a> </div> <div>Candidate AI Usage Policy</div><div><div>At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  </div><div>However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at <a target="_blank" href="mailto:candidateaccommodation@icf.com">candidateaccommodation@icf.com</a>. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  </div></div> Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is:$31,422.00 - $53,417.00Michigan Remote Office (MI99)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...