Senior Call Center Representative, Home Energy Rebates

Job Description

Job Description

Note: This role is a hybrid position in Huntersville, NC

Empower professionals. Advance sustainability. Make a difference.

Everblue is seeking a Senior Call Center Representative to support contractors and applicants navigating home energy rebate programs, including HOMES and HEEHR.

At Everblue, we help people build careers in energy efficiency and sustainability through technology solutions and program support. Our mission is to support professionals, contractors, and organizations nationwide in creating a more sustainable future.

In this role, you will handle inbound and outbound work across phone, email, chat, and web, take on the toughest cases the team escalates, and help less experienced teammates learn the ropes.

We're looking for someone who takes ownership of complex cases, mentors peers naturally, and is ready to grow into a future supervisor or manager role.

Customer & Contractor Support

• Respond to inbound inquiries via phone, email, live chat, and web with prompt, knowledgeable support
• Conduct outbound calls to applicants for status updates, missing documentation, and re-engagement
• Help customers understand program options, eligibility, timelines, and required documentation
• Guide contractors through applications, documentation, and project requirements
• Maintain a customer-first approach in every interaction

Escalation Management

• Take on complex or sensitive cases escalated by the team
• Support resolution of contractor and applicant disputes while ensuring program compliance
• Document root causes and patterns and surface them to the manager for upstream fixes

Application Processing & Program Support

• Maintain accurate CRM records including registrations, applications, and support requests
• Review and verify documentation for completeness
• Evaluate applications for program eligibility and alignment with program guidelines
• Conduct rebate reservation reviews and support project closeout
• Troubleshoot technical issues related to platforms, credentials, and program systems

Team Support & Mentorship

• Serve as a go-to resource for newer representatives on tough cases
• Help update SOPs, scripts, and FAQ content when you spot gaps
• Support QA reviews and share what good looks like
• Identify ways to streamline processes and enhance the customer journey

Compliance

• Follow TCPA and applicable program requirements on every outbound contact
• Maintain data privacy and security standards
• Enforce company policies and code of conduct

• Two or more years in customer support, call center, claims, or application processing work
• Experience handling escalated or complex cases end to end
• Track record meeting SLAs, quality scores, and resolution goals
• Strong communication, empathy, and active listening skills
• Comfort learning new systems and guiding users through online platforms
• Detail-oriented with the ability to manage multiple priorities
• Familiarity with CRM systems and Microsoft Office (Google Drive a plus)
• Familiarity with energy efficiency, rebate, or utility programs a plus
• High school diploma required. Associate's or Bachelor's degree a plus

Mission-Driven Work
Support programs that advance energy efficiency and sustainability nationwide.

Growth Opportunities
Develop professionally within a growing organization supporting the clean energy workforce. Clear path toward a supervisor or manager role for strong performers.

Hybrid Flexibility
Hybrid schedule available after initial onboarding in Huntersville, NC.

Supportive Culture
A collaborative team environment that values initiative, creativity, and humor (rubber chickens included).

Apply today. Everblue is an equal opportunity employer. We value the diverse perspectives, experiences, and talents within our team and encourage all qualified candidates to apply.

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