Project Assistant I

Groundbreaker. Game changer. Pioneer.

TRC has long set the bar for clients who require more than just engineering, combining science with the latest technology to devise innovative solutions that stand the test of time. From pipelines to power plants, roadways to reservoirs, schoolyards to security solutions, clients look to TRC for breakthrough thinking backed by the innovative follow-through of an industry leader.

TRC's professionals work with a broad range of commercial, industrial and government clients and the communities they serve. We deliver breakthrough solutions that address local needs -- so our clients can better succeed in an ever-changing world.

Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications.

TRC Advanced Energy (TRC) is a nationally known energy efficiency consultancy. TRC collaborates with clients to develop and implement market transforming programs and initiatives that promote energy efficiency, renewable energy, and green building in multiple market sectors across the US and around the world. These initiatives reduce energy costs, improve the health and safety conditions of buildings, while also helping the environment by reducing greenhouse gas emissions. TRC acts nationally to address some of our country's most challenging problems: global climate change and energy independence.

TRC is seeking a highly motivated Call Center Customer Service Representative (CSR) to support a public authority call center for energy efficiency and clean energy incentive programs and related energy initiatives.

The Call Center Customer Service Representative (CSR) will answer incoming calls, respond to emails, and make outbound calls to utility customers that have expressed interest in participating in energy efficiency and clean energy programs. The CSR will be responsible to discuss program opportunities, benefits to participation, the participation process and answer any other program related questions. The CSR must possess both effective written and verbal communication skills. The CSR will be responsible to manage response times effectively, to prioritize tasks and control the pace and flow of inquiries/requests. All inquiries and requests must be handled in a courteous and professional manner. The CSR skill set must include active listening and ability to empathize with customers and acknowledge their challenges/concerns.

The CSR Must have the ability to follow policies and procedures as outlined and quickly gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively. The CSR will use the internet, scheduling software and other available tools to search/retrieve information needed to address the inquiry and schedule appointments. Responsibilities include documenting information from the inquiry in an accurate and efficient manner and tracking requests until closure. The CSR will interact with management and subject matter experts as necessary, takes direction within a team setting and complete team-related work promptly. Program support includes using proprietary customer relationship management (CRM) methodologies to document customer information.

The CSR will also be responsible for accurate data entry and ensuring appropriate program information is shared. Other administrative tasks will be asked to be completed by the employee, including assisting on other program call centers.

Required Skills:

• Previous inbound/outbound call center experience.
• Possesses excellent verbal and written communication skills.
• Detail orientated and able to manage multiple tasks simultaneously.
• PC, keyboard, and typing/data entry proficiency.
• Exhibits professional demeanor and top-notch customer service skills.
• Ability to multitask and work independently as well as effectively within a team environment.
• Ability to plan, organize and prioritize work with minimal direction.
• Demonstrates strong computer skills with proficiencies in Microsoft Office and internet searches. Ability to quickly learn proprietary software.
• Flexible, attentive and responsive to changing operational procedures and customer needs.
• Possesses strong organization skills and the ability to meet deadlines.
• Superior troubleshooting abilities.
• Ability to identify opportunities for process improvement and use creative problem-solving skills to make recommendations.
• Skilled at active listening and ability to empathize with customers and acknowledge their challenges/concerns.
• Other administrative duties as assigned.
• Must be willing to work a non-standard work shift if required. This includes week days until 7:00pm EST.

Desired Skills:

• Previous experience in energy efficiency and/or utility sector.
• Proficient with Microsoft Office.
• Previous experience with CRM software.
• Bilingual English/Spanish speaking experience preferred.
• Experience working in the energy sector.
• Associates or Bachelor's degree.
• Excellent computer skills: proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and use of Customer Relationship Management (CRM) technologies.
• Team-oriented, hands-on, highly skilled, adaptive, client-focused mentality, ability to meet timelines and ability to work with little supervision.

Benefits*: TRC offers a competitive benefit package consisting of:

• Medical, dental, vision, and disability insurance.
• 401k package that includes both traditional and Roth IRA options and Company match.
• Paid time off contingent upon full time or part time status and level of seniority (ranging from 15 to 25 days per year).
• All full-time employees enjoy a minimum of 8 Paid Holidays per year.
• TRC ensures that all employees, including those that work part-time, receive paid sick, family, and disability leave in accordance with the laws of their state of residence.

*These benefits are applicable to US employees depending on their employment status (full time, part time, or temporary). TRC offers jurisdiction specific benefit packages for International and Puerto Rico employees.

Compensation: In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors.

Other Compensation: Employee may be eligible for participation in the Company's annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee.

TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The complete job description and application are available on TRC's career site.

TRC accepts applications for this position on an ongoing, rolling basis and reserves the right to cancel this posting at any time.