Contact Center Representative

Job Family:

Business Operations

Travel Required:

Up to 10%

Clearance Required:

None

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 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 rebates through the State of Georgia’s Home Energy Rebates Program 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.

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 of 8:00 AM CT - 5:00 PM CT.

What You Will Do:

Customer Service Representative – Customer Service is an extension of a client’s business office staff. Representatives are responsible for taking incoming and outgoing calls to participants/homeowners/contractors to resolve issues or answer questions. All client policies and procedures are expected to be followed. Representatives will perform any and all job-related duties as assigned including but not limited to:

• Inbound & Outbound calling
• Case/Project Review
• Assisting callers with application status or questions
• Providing expert Customer Service support
• Researching and responding to all inquiries received by telephone and mail.
• Providing thorough documentation of Customer Service support, issues, and escalations.
• Completing all business-related requests and correspondence from participants
• Completing all assigned projects in a timely manner with minimal supervision
• Assisting supervisor and project manager in all requested tasks
• Proactively communicating to Guidehouse management areas of concern or areas of improvement.
• Completing required training and routine continuous improvement activities
• Collaboration with team members and leadership to achieve shared goals
• Learning and maintaining knowledge about the needs of our client

What You Will Need:

• High School Diploma/GED and 1 year relevant experience or 3 years of relevant equivalent experience in lieu of diploma/GED.
• 1+ years working within the following sectors: grants management, business, finance, application review or customer service.
• PC skills in a Windows environment. Knowledge and utilization of desktop applications including Word and Excel.
• ability to initiate and follow through on projects and work independently with minimal supervision required.

• What Would Be Nice To Have:

• 1+ year experience working in a Grants Management, Energy Rebate programs or Customer Service setting.
• Bilingual in Spanish a plus.
• CRM experience

Additional Requirements

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.