Contact Center Agent II, Home Energy Programs

Everblue; Huntersville (NC); Hybrid; USD 22,041 - 30,307; Full time

Benefits offered by this job

Hybrid schedule after onboarding

Job summary

Everblue is hiring for a hybrid contact center role in Huntersville, NC. You will support applicants navigating home energy programs across phone, email, chat, and web, ensuring quick access to services.

You will handle escalations, verify documentation, and guide contractors through applications while maintaining a customer-first approach. High school diploma required; associate or bachelor’s degree a plus. Hybrid schedule after onboarding.

Qualifications

• Experience in customer support, call centers, claims, or application processing
• Ability to learn new systems and guide users through online platforms
• Detail-oriented with the ability to manage multiple priorities
• Familiarity with energy efficiency or utility programs is a plus

Responsibilities

• 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

Skills

Customer support

Communication

Multitasking

Team collaboration

Education

High school diploma

Associate/Bachelor degree a plus

Tools

Microsoft Office

Google Drive

Job description

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

Overview

Empower professionals. Advance sustainability. Make a difference.

Everblue is seeking new and experienced contact center agents to support applicants navigating home energy programs.

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, enabling our applicants to quickly access the services they need.

We're looking for someone who takes ownership, solves problems, works collaboratively, and loves building relationships.

What You'll Do

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 includingapplications, escalations, and support requests
  • Review and verify documentation for completeness
  • Evaluate applications for program eligibility and alignment with program guidelines
  • Troubleshoot technical issues related to platforms, credentials, and program systems

  Team Support & Mentorship

  • Help update SOPs, scripts, and FAQ content when you spot gaps
  • Support QA reviews and share what right looks like
  • Identify ways to streamline processes and enhance the customer journey

  Compliance

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

  What We're Looking For

  • Experience in customer support, call centers, claims, or application processing work
  • Experience handling escalated or complex cases end to end
  • Comfort learning new systems and guiding users through online platforms
  • Detail-oriented with the ability to manage multiple priorities
  • Ability to learn new software
  • Familiarity with Microsoft Office (Google Drive a plus) a plus
  • Familiarity with energy efficiency, rebate, or utility programs a plus
  • High school diploma required,Associate's or Bachelor's degree a plus

  Why Join Everblue?

  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).

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