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Call Center and Rebate Application Representative

Call Center and Rebate Application Representative

GuidehouseSan Antonio, TX, US
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Call Center Representative / Rebate Specialist

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.

This position is based in San Antonio, Texas. Supporting Mountain and / or Pacific Time Zone hours.

Our dedicated team delivers 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 several state government Home Energy Rebates Programs 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. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

The ideal candidate is a proven self-starter who enjoys a dynamic and fast-paced environment. Strong organizational, collaborative, interpersonal and adaptive skills are necessary. This position will have tasks ranging from data entry and reporting results, verifying documentation and processing applications, direct support via phone and email, and working collaboratively with the team to meet program goals. Additional activities include :

  • Enter, maintain and track rebate applications in the program application and rebate processing platforms.
  • Take and process updates to online rebate applications received by telephone, email, and other forms correspondence from program participants and other program partners.
  • Maintain knowledge of eligible products, services, and customer service processes & procedures.
  • Communicate and resolve disputed rebate claim data.
  • Provide expertise and guidance to program participants in interpreting policies to assure program participation and compliance.
  • Engage with participants on matters related to energy efficiency.

Our task is to organize and make sense of a wide variety of project data, proof of income, receipts, invoices, and other documents to make sure we are appropriately applying rebate payments. To achieve this, the Call Center Representative / Rebate Specialist will :

  • Have strong verbal / written communication skills.
  • Possible heavy inbound or outbound calling; guiding applicants through the application process and addressing general questions about the program including rebates.
  • Encouraging participant satisfaction.
  • Process applications for the Home Energy Rebate Programs in accordance with all applicable program rules and regulations.
  • Manage assigned workload with the provided tools and resources.
  • Serve as a primary contact with program participants and contractors of residential units.
  • Review and authorize cases involving the Home Energy Rebate Programs; with an understanding of when situations need escalation or further information.
  • Perform other duties, tasks, and special projects as assigned including but not limited to : providing back-up support to other Rebate Specialists.

    • You're a great fit if you can demonstrate your ability to :

  • Accept responsibility, work independently, and manage time effectively to meet deadlines.
  • The ability to quickly learn new skills and subject matter.
  • The ability to apply newly acquired skills using logic and reasoning to sets of transaction data.
  • The ability to multi-task and effectively prioritize tasks.
  • A highly motivated, driven, and dynamic attitude towards work and career.
  • The ability to excel within a team environment and independently.
  • Work with a varied client base including special populations / clients with special needs and communication barriers.
  • Handle difficult situations in a professional and empathetic manner, when dealing with the public.
  • Make decisions which have financial and / or legal consequences, and which involve technical complexity.
  • Process and maintain large volumes of detailed program data.
  • Ability to initiate and follow through on projects and work independently with minimal supervision required.
  • Excellent strategic planning, management, and implementation skills.
  • Innovative, motivated, and able to lead by example.

    • What You Will Need :

  • High School Diploma or GED equivalent required.
  • Minimum of 1 year of previous experience within a customer-facing environment required; Call Center experience in an inbound / outbound customer support environment preferred.
  • PC skills in a Windows environment are required. Knowledge and utilization of desktop applications to include Word and Excel is essential.
  • Detail-oriented and flexible.
  • Ability to successfully prioritize and self-manage : You will be working with a Supervisor on tasks, but it will be helpful to understand the gist of our work and direct yourself to the highest priority activities.
  • Excellent verbal and written communication skills.
  • Ability to initiate and follow through on projects and work independently with minimal supervision required.
  • Would not require sponsorship now or anytime in the future to work in the United States.

    • What Would Be Nice to Have :

  • Associate or Bachelor's degree a plus.
  • Specialized experience with application processing, business processing or financial eligibility experience.
  • Specialized grant management experience and familiarity with grant management processes and regulations.
  • Specialized experience with energy efficiency and electrification programs.
  • Specialized financial documentation experience with various financial documentation (purchase orders, invoices, check registers, etc.).
  • Bilingual abilities are a plus.

    • 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.

  • 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 EmployerProtected 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.

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    Call Center Representative • San Antonio, TX, US