Incentive Connect Support Associate

Incentive Connect Support Associate

Boston, Massachusetts, United States; Chicago, Illinois, United States; New York, New York, United States; Northeast

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we've harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.

Energy Solutions is seeking an Incentive Connect Associate to support, coordinate, and administer assigned program operations, project activities, and operational workflows within Energy Solutions' program portfolio. In this role, the Incentive Connect Associate is responsible for executing day-to-day program activities, maintaining accurate records, coordinating stakeholder interactions, and ensuring work is completed in accordance with established procedures, program requirements, and quality standards. In addition, the Incentive Connect Associate contributes to reporting, compliance activities, process improvements, and operational support efforts while providing guidance on routine procedural questions and escalating more complex issues when appropriate.

This opportunity is perfect for someone who likes to operate with limited supervision, monitor program activities, facilitate issue resolution within established guidelines, and support successful project and program delivery through effective coordination, documentation, and stakeholder communication.

Responsibilities include but are not limited to:

• Execute and administer assigned program workflows, including claim intake, completeness review, eligibility verification, and processing activities in accordance with established standard operating procedures (SOPs) and service-level expectations
• Manage application queues, shared inboxes, and workflow assignments to support timely processing and resolution
• Review, validate, and process applications, and support documentation in accordance with program requirements, eligibility criteria, and documented SOPs
• Maintain accurate records, and supporting information within program systems, databases, and CRM platforms
• Support outreach activities, including event preparation, presentation development, stakeholder engagement, and occasional event participation
• Support preparation of program deliverables, including client invoices, performance reports, presentations, and status updates
• Compile, validate, and organize sales and program data to support operational reporting, client deliverables, invoicing, and program administration
• Identify and suggest improvements to program procedures and operational workflows to enhance efficiency
• Track and report discrepancies, trends, and operational concerns that affect program performance
• Respond to and resolve participant, customer, contractor, trade ally, and vendor questions/inquiries regarding platforms system, complaint status, required documentation, and program requirements
• Resolve routine issues within established guidelines and SOPs, while escalating complex participant, technical, or compliance-related matters to Project Managers or senior team members when appropriate

Minimum Qualifications:

• High School diploma or equivalent required
• 2 years of experience in customer service, complaint resolution, account management, program administration, operations support, or related role
• Experience communicating with customers, participants, vendors, or stakeholders through email, phone, or other professional channels
• Experience following established processes, service-level expectations, and operational procedures to complete assigned work
• Experience maintaining records, tracking activities, and supporting operational or program workflows
• Strong written and verbal communication skills, with the ability to communicate professionally and effectively with customers, program participants, vendors, and internal stakeholders
• Strong attention to detail and ability to maintain accurate records, documentation, and case information
• Proficiency with Microsoft Office applications and standard workplace technologies
• Ability to apply established procedures, program requirements, and standard operating procedures (SOPs) consistently
• Strong customer service orientation and commitment to delivering a positive participant experience
• Ability to learn and use databases, CRM platforms, case-management systems, and reporting tools

Preferred Qualifications:

• Associate degree or bachelor's degree in business administration, Project Management, Operations, Communications, Customer Service, or related field
• Experience in basic Microsoft Excel including concatenate (combine) data entry, formatting, formulas (VLOOKUP, SUMIF, pivot tables), data validation, and reporting
• Experience participating in continuous improvement, process enhancement, or customer experience initiatives
• Basic understanding of consumer protection programs, regulatory environments, utility programs, or energy efficiency programs
• Familiarity with reporting tools, dashboards, and operational performance tracking

The salary range for this role is $60,000$70,000, with a target compensation of $60,000 - $66,500 based on experience and qualifications.

Compensation is commensurate with experience and includes a generous retirement package. Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).