Incentive Connect Support Associate

NextGenEnergyJobs; Town of Boston (NY); On-site; USD 60,000 - 70,000; Full time

Job summary

Energy Solutions is seeking a detail-oriented professional to support program operations in New York. You will handle claim intake, eligibility checks, and process workflows while maintaining precise records in CRM systems and databases.

You’ll manage queues, support outreach efforts, and assist in delivering client invoices and performance reports. Strong communication, ERP/CRM familiarity, and a background in business or operations are preferred.

Qualifications

• High School diploma or equivalent required.
• 2 years of experience in customer service, complaint resolution, account management, or related role.
• Experience communicating with customers, participants, vendors, or stakeholders via email/phone.
• Experience following SOPs and service-level expectations to complete tasks.
• Experience maintaining records and supporting operational workflows.
• Strong written and verbal communication with diverse stakeholders.
• Attention to detail and accurate record-keeping.
• Proficiency with Microsoft Office and standard workplace tech.
• Ability to learn databases, CRM, case-management, and reporting tools.
• Associate or Bachelor’s degree in business administration, PM, operations, or related field.
• Experience with basic Excel functions (concatenate, VLOOKUP, SUMIF, pivot tables, data validation).
• Experience in continuous improvement or customer experience initiatives.
• Familiarity with consumer protection or energy programs.

Responsibilities

• Execute and administer program workflows including claim intake and eligibility verification.
• Manage queues, inboxes, and workflow assignments to support timely processing.
• Review and process applications and supporting documents per SOPs.
• Maintain accurate records in program systems, databases, and CRMs.
• Support outreach activities and event preparation and engagement.
• Prepare program deliverables: client invoices, reports, presentations, updates.
• Aggregate and organize sales and program data for reporting and invoicing.
• Suggest improvements to procedures and workflows to boost efficiency.
• Track discrepancies and trends affecting program performance.
• Respond to participant, customer, contractor, and vendor inquiries about platforms and status.

Skills

Customer service

Communication

Data entry

MS Office

CRM systems

Process improvement

Attention to detail

Record keeping

Team collaboration

Problem solving

Education

Associate degree in business administration or related field

Bachelor’s degree in business, project management, operations, or related field

Tools

CRM platforms

Microsoft Excel

Reporting tools

Job description

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities.

Responsibilities

• 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

Requirements

• 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
• 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.