Contact Center Agent II, Home Energy Programs

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 including applications, 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). 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.