Senior Project Associate - Clean Energy Programs

Trc Companies, Inc.; New Brunswick (NJ); On-site; USD 39,000 - 53,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k with company match

Paid time off

Paid holidays

Job summary

TRC Companies, Inc. is seeking a Project Associate to support New Jersey's clean energy programs. The role serves as a senior frontline resource by handling calls and emails, explaining program requirements, documenting interactions, and guiding customers through participation steps.

The position maintains relationships with participants and partners, escalates complex issues, and helps improve workflows and knowledge base content while coaching newer team members.

Qualifications

• Three or more years of inbound/outbound call center or equivalent high‑volume customer support experience, including at least one year in a senior, lead, or escalation-tier capacity.
• Demonstrated experience mentoring, training, or serving as an escalation resource for other customer service staff.
• Experience documenting workflows, procedures, or customer-facing guidance for use by others.
• Strong verbal and written communication skills, professional demeanor, and the ability to apply active listening, empathy, sound judgment, and de-escalation techniques.
• Strong organizational skills, attention to detail, and the ability to prioritize multiple requests and meet deadlines with limited supervision.
• Proficiency with Microsoft Office, PC-based tools, typing, and data entry, with the ability to learn proprietary systems quickly.
• Ability to work independently and collaboratively while following structured workflows and program-specific guidance in a regulated environment.
• Flexibility to adapt to changing procedures and customer needs, work assigned weekday coverage through 7:00 p.m. Eastern Time, and report to the New Brunswick office at least monthly and quarterly for training.
• Authorization to work in the United States.

Responsibilities

• Handles inbound and outbound calls and customer emails in a timely, accurate, and professional manner, using active listening, empathy, and de‑escalation techniques as appropriate.
• Reviews program materials and provides clear information about clean energy and energy efficiency program benefits, eligibility, participation requirements, and next steps.
• Uses CRM, scheduling, and related systems to document interactions, schedule appointments, coordinate follow‑up, and track requests through resolution.
• Identifies and appropriately escalates potential project leads, complex inquiries, and customer issues to Outreach, Engineering, or Program teams.
• Develops and maintains working relationships with program participants, contractors, and market partners and acts as a consistent point of contact for recurring callers and accounts.
• Serves as an escalation point for complex or sensitive customer issues and exercises independent judgment within program guidelines.
• Identifies process gaps and recommends, documents, and supports improvements to workflows, scripts, standard operating procedures, and knowledge‑base content.
• Supports onboarding, training, and day‑to‑day coaching of newer team members, including peer review of documented customer interactions.
• Assists with quality assurance and reporting by compiling call centre metrics and identifying trends that may affect customer experience or program performance.
• Collaborates with team members and program managers to meet deadlines, maintain service quality, and complete additional administrative duties as assigned.

Skills

Customer service

Mentoring/training

Documentation

Written/verbal communication

Organizational skills

CRM systems

Active listening

De-escalation techniques

Education

Associate's or Bachelor's degree in business or communications

Tools

Salesforce

CRM platforms

Scheduling platforms

Job description

TRC Companies, Inc. is seeking a Project Associate to support New Jersey's clean energy programs. The role serves as a senior frontline resource by handling calls and emails, explaining program requirements, documenting interactions, and guiding customers through participation steps.

The position maintains relationships with participants and partners, escalates complex issues, and helps improve workflows and knowledge base content while coaching newer team members.