Operations Team Lead

Operations Team Lead

Location: Maryland Remote

Ready to make a difference?

To support our growth, ICF is adding staff to its energy efficiency team to support a wide range of energy efficiency programs. Our clients include utilities, recognizable Fortune 500 global corporations, as well as a variety of industries, and Government organizations. We are seeking a Operations Team Lead to take a significant role in the implementation of programs that will deliver and expand our offerings. You should have the unique combination of interpersonal and analytical skill that will make you a critical member of our team from the day you arrive. We place a premium on creativity, an ability to work independently when necessary but to function as part of a team, a drive to succeed, and a commitment to client satisfaction. 

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 leaders are highly trained, customer-oriented professionals who are eager to continue learning and building their expertise within the unique area of energy efficiency customer care.  

Why you will love working here:
· Quality of life: Flexible workplace arrangements, work-life balance
· Investment of the community: Donation matching, volunteer opportunities
· Investment in you: Tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan
· And many, many more (Ask your recruiter for more details!)

What you will be doing:

• Provide guidance and execution for the Customer Care experience for Energy Efficiency related questions and processes.
• Training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on the customer care experience.
• Having the ability, desire, and experience to develop processes, lead and mentor others, and perform the critical tasks associated with inbound and outbound calls, is critical to our success.
• Our dedicated energy team delivers an exceptional customer experience through overseeing 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.
• …