Incentive Connect Support Associate

Energy Solutions - USA; Boston, Chicago, New York (MA, IL, NY); On-site; USD 60,000 - 70,000; Full time

Job summary

Energy Solutions seeks an Incentive Connect Associate to support program operations and coordinate activities across the program portfolio. You will execute day-to-day workflows, maintain precise records, and liaise with participants, vendors, and internal teams to ensure quality results.

This role emphasizes limited supervision, effective issue resolution, and delivering value through accurate documentation, reporting, and compliant process execution.

Qualifications

• 2 years of experience in customer service, complaint resolution, account management, program administration, or operations support
• Experience communicating with customers, participants, vendors, or stakeholders through email, phone, or other professional channels
• Experience following established processes, SOPs, and service-level expectations to complete assigned work
• Strong written and verbal communication skills with internal and external stakeholders
• Strong attention to detail and ability to maintain accurate records and documentation
• Proficiency with Microsoft Office and standard workplace technologies

Responsibilities

• Execute and administer assigned program workflows, including claim intake and processing activities
• Manage application queues, shared inboxes, and workflow assignments
• Review, validate, and process applications in accordance with program requirements
• Maintain accurate records within program systems, databases, and CRM platforms
• Support outreach activities, including event preparation and stakeholder engagement
• Prepare program deliverables such as client invoices, performance reports, and status updates
• Compile and organize sales and program data to support reporting and administration
• Identify improvements to program procedures and workflows to enhance efficiency
• Track and report discrepancies and operational concerns affecting performance
• Respond to participant, customer, contractor, vendor questions and inquiries regarding platforms and requirements
• Escalate complex issues to Project Managers or senior team members when appropriate

Skills

Customer service

Communication

Attention to detail

Record keeping

Professional communication

Education

Associate or Bachelor’s degree in business administration/related field

Tools

Microsoft Office

CRM platforms

Case-management systems

Databases

Reporting tools

Excel

Job description

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.