Energy Services Program Coordinator

Job Description

Job Description

ABOUT THE POSITION:

The Energy Services Program Coordinator facilitates, coordinates, and records the exchange of information among customers, contractors, partners, and staff for successful customer participation in VGS’ energy efficiency programs. This position serves as a primary point of contact for customers and gathers and maintains customer and project information to support accurate program administration and internal and external reporting. Collaboration with other utilities on joint programs and incentives is essential. This position works to ensure successful program delivery for weatherization and equipment replacement programs. Successful Energy Services Program Coordinators are adaptable in a fast-paced environment, self-motivated and genuinely passionate about energy efficiency, striving to understand and meet the needs of both VGS’ customers and internal efficiency staff. They are excellent with people, effective project coordinators and creative collaborators, helping connect customers with solutions that address their energy needs. They are ambassadors of the VGS brand and exemplify the company’s values of “customers, climate and culture” in all they do. They thrive in the details and are also able to connect the needs of internal and external stakeholders to deliver the mission of VGS. They are natural problem-solvers who help keep VGS’ efficiency programs and customer projects moving forward. They ensure excellent service standards, solicit customer feedback and work to maintain high customer satisfaction.

• Serve as the central intake point for program inquiries received through phone, email, online forms, and internal or partner referrals. Follows up on cold and warm leads, including cold calls. Respond to customers, gather relevant information, determine program eligibility, and connect customers with appropriate internal and external resources.
• Conduct timely follow-up on new and existing customer opportunities, including proactive outreach when appropriate. Recognize non-standard or complex situations and escalate them to the appropriate team member for resolution.
• Communicate clearly and professionally with customers and internal teams across multiple channels, building trust and delivering exceptional service.
• Maintain proactive communication with customers throughout the project lifecycle, clarify next steps, and solicit feedback.
• Monitor project progress, support smooth handoffs between teams, and help resolve issues that may affect the customer experience or project timelines.
• Maintain accurate customer and project information across applicable systems and prepare complete documentation for approvals, payments, reporting, and program records, including agreements and rebate documentation.
• Support effective use of CRM, program-tracking, and customer information systems through accurate data entry, process documentation, user support, and coordination with IT.
• Coordinate with utilities, lenders, contractors, and other program partners to support accurate and timely project, incentive, and financing processing and to troubleshoot issues as needed.
• Contribute to continuous improvement efforts by supporting documentation, training, and process refinement in collaboration with internal teams and system partners.

• Customer focused and relationship oriented, with demonstrated active listening, empathy, and the ability to guide customers toward appropriate solutions.
• Highly organized, with the ability to manage multiple tasks, schedules, and shifting priorities in a fast-paced environment.
• Effective critical thinking and problem solving, with the ability to assess information, identify issues, and recommend practical solutions.
• Reliable and professional, with the ability to meet established deadlines and service expectations.
• Proficiency with CRM platforms, Microsoft Office, workflow tools, and other business systems, with a strong commitment to data accuracy.
• Ability to analyze information and prepare reports that support program management and decision-making, including program-performance and customer-feedback insights.
• Working knowledge of residential energy efficiency, building systems, and applicable safety considerations, with the ability to explain program information clearly and accurately to customers.
• Thrive in a fast-paced, highly collaborative environment that requires flexibility, organization, and frequent reprioritization to meet customer and business needs.

• Associate or bachelor’s degree in business, communications, energy, marketing, or a related field; equivalent relevant experience may be considered.
• Three or more years of experience in customer service, program coordination, operations support, sales support, or a related field, preferably in the energy, utility, building-services, or financial-services sectors.

Work location: South Burlington, VT (hybrid eligibility per policy).

Travel: Occasional travel for customer or project site visits, partner meetings, conferences, training sessions, and outreach events.

At VGS, we are committed to fostering a workplace culture where everyone is welcomed, respected, and valued. We believe in creating an environment that encourages diverse viewpoints, experiences, and backgrounds, contributing positively to our organization’s strength and adaptability. Candidates across all markers of identity (age, race, gender, etc.) are highly encouraged to apply, even if every skill requirement does not match perfectly, because we believe in continuous improvement and support our employees in achieving goals and objectives.

VGS is a leader in energy efficiency and innovation, offering safe, reliable, and affordable natural gas service and an expanding portfolio of heating and cooling options to our 56,000 customers in northwest Vermont.