Customer Care Specialist
Company: Leidos Holdings Inc.
Location: Decatur
Posted on: August 4, 2022
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Job Description:
Description
Job Description:
Leidos is hiring a Customer Care Specialist to support a utility
based Energy Efficiency Program which helps thousands of people
save money and make their home more energy efficient. If you're
someone who likes to work in a call center environment, help people
and solve problems, please apply to be part of this exciting
program.
A large part of this position includes taking incoming phone calls
for the Ameren Illinois residential energy efficiency program.
Helping with customer education and counseling with respect to
residential energy efficiency (behavioral changes, programmable
thermostat training, do-it-yourself upgrades, etc.), often
including the review of energy audit reports with the customer.
Assist the customer in obtaining and reviewing estimates and
contacting their selected insulation/air sealing, home performance,
or other contractor to schedule work. The position will also be
responsible for working in database management systems and
technical reference guides to review energy efficiency applications
and will report to the HES Manager in Peoria, IL.
Job Location: Ameren Illinois and Leidos believe it is very
important to provide employment opportunity to the utility
ratepayers that reside in Illinois. Therefore, there is strong
preference for the successful candidate to be located in the Ameren
Illinois service territory
https://www.ameren.com/illinois/company/about-ameren/service-territory
(roughly the southern two-thirds of Illinois). The Ameren Illinois
service territory includes several large to mid-size communities
such as Galesburg, Quincy, Peoria, Bloomington-Normal,
Champaign-Urbana, Danville, Decatur, Springfield,
Charleston-Mattoon, Effingham, Mt. Vernon, Marion, Carbondale, and
Metro East (Belleville, O'Fallon, Granite City, Edwardsville,
Alton, Collinsville).
Other responsibilities include:
* Implement an Energy Efficiency Plan:
* Create and populate records in Customer Management System
* Complete and collect appropriate customer paperwork
* Provide overview of the program(s)
* Conduct entry interview and energy advising consultation
* Review available rebates, incentives with customer; assisting
with finding and/or providing rebate forms; assisting with the
completion of those forms using electronic forms when possible
* Provide follow up to customers to help them complete home energy
upgrades or participate in related programs; Remove customer
barriers and leverage customer motivation
* Track all activity in Customer Management System:
* Fill out all appropriate fields in Customer Management System
* Follow reporting requirements outlined by the Program Manager
* Integrate with and support related departments as needed, such as
residential energy audits, trade ally management, rebate
processing, and quality assurance
* Properly execute all energy advisor workflows
* Address all program issues including customer, trade ally or
utility complaints based on the defined procedures including proper
documentation and follow-up
* Plan, coordinate, and follow through on tasks and assignments in
a timely manner
* Other duties as assigned
Required Education & Experience:
* High School Diploma or equivalent with 1+ year customer service
experience or equivalent and exemplary customer service skills
required. (Bachelor's Degree or combination of training, education,
and work experience in a related field preferred)
* Ability to travel to the Peoria, IL and/or Collinsville, IL area
as needed.
* Call Center Representative that can accept ownership for
effectively solving customer issues, complaints and inquiries;
keeping customer satisfaction at the core of every decision and
behavior
* Demonstrated fluency in English language, both written and
oral
* Experience with or strong knowledge of building science
principles.
* Expertise with or ability to learn web-based software Microsoft
Office.
* Strong listening, oral and written communication skills
* Industry experience preferred
* Ability to communicate with clients and co-workers in a friendly,
positive, respectful manner
* Ability to maintain a professional demeanor, even under
pressure
* Effectively utilizes available resources to achieve goals
* Strong organizational and time management skills
* Demonstrate accuracy and thoroughness in all work products
* Self-motivated and driven to deliver on goals
* Ability to prioritize, multi-task and deliver in a fast-paced
environment
* Ability to identify improvement opportunities
Pay Range:
Pay Range $29,900.00 - $46,000.00 - $62,100.00
The Leidos pay range for this job level is a general guideline only
and not a guarantee of compensation or salary. Additional factors
considered in extending an offer include (but are not limited to)
responsibilities of the job, education, experience, knowledge,
skills, and abilities, as well as internal equity, alignment with
market data, applicable bargaining agreement (if any), or other
law.
#Remote
Covid Guidance
In order to enter Leidos facilities in the U.S. and to attend
Leidos events outside our facilities, employees are required to be
vaccinated for COVID-19 or maintain proof of a negative COVID-19
test within 96 hours of entry. In addition, we are receiving
guidance from certain customers that onsite contractor personnel
will need to be fully vaccinated to access customer facilities. If
you are not vaccinated, please consider getting your COVID-19
vaccination as soon as possible. If you have any questions, please
contact your Talent Acquisition POC.
About Leidos
Leidos is a Fortune 500 technology, engineering, and science
solutions and services leader working to solve the world's toughest
challenges in the defense, intelligence, civil, and health markets.
The company's 43,000 employees support vital missions for
government and commercial customers. Headquartered in Reston,
Virginia, Leidos reported annual revenues of approximately $13.7
billion for the fiscal year ended December 31, 2021. For more
information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why
we craft compensation packages that reflect the importance of the
work we do for our customers. Employment benefits include
competitive compensation, Health and Wellness programs, Income
Protection, Paid Leave and Retirement. More details are available
here.
Securing Your Data
Beware of fake employment opportunities using Leidos' name. Leidos
will never ask you to provide payment-related information during
any part of the employment application process (i.e., ask you for
money), nor will Leidos ever advance money as part of the hiring
process (i.e., send you a check or money order before doing any
work). Further, Leidos will only communicate with you through
emails that are generated by the Leidos.com automated system -
never from free commercial services (e.g., Gmail, Yahoo, Hotmail)
or via WhatsApp, Telegram, etc. If you received an email purporting
to be from Leidos that asks for payment-related information or any
other personal information (e.g., about you or your previous
employer), and you are concerned about its legitimacy, please make
us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law
enforcement and report the incident to the U.S. Federal Trade
Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment
without regard to sex, race, ethnicity, age, national origin,
citizenship, religion, physical or mental disability, medical
condition, genetic information, pregnancy, family structure,
marital status, ancestry, domestic partner status, sexual
orientation, gender identity or expression, veteran or military
status, or any other basis prohibited by law. Leidos will also
consider for employment qualified applicants with criminal
histories consistent with relevant laws.
Keywords: Leidos Holdings Inc., Decatur , Customer Care Specialist, Other , Decatur, Illinois
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