Customer Care Specialist

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. The position involves taking incoming phone calls for the Ameren Illinois residential energy efficiency program, providing customer education and counseling on energy efficiency, reviewing energy audit reports, and assisting customers in obtaining and scheduling work with contractors. Location: This role is remote, but the candidate must be located in the Peoria area for occasional office visits. Responsibilities Implement an Energy Efficiency Plan: Create and populate records in Customer Management System Schedule customers for home energy assessments Complete and collect appropriate customer paperwork Provide overview of the program(s) Conduct entry interview and energy advising consultation Review available rebates and incentives with customers; assist with finding and providing rebate forms and completing those forms electronically. 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 Follow reporting requirements outlined by the Program Manager Integrate with and support related departments 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 with 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 of customer service experience, exemplary customer service skills required. More years of experience may substitute for a degree. Ability to travel within the service territory as needed. Demonstrated fluency in English, 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. 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. Demonstrates 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. Reliable internet connection for remote work. Quiet, secure, and distraction‑free workspace for remote work. Preferred Qualifications Call Center Representative with ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. Pay Range Pay Range: $35,750.00 - $64,625.00 #J-18808-Ljbffr