Contact Center Agent I, Energy Programs

Huntersville, NC

Full Time

Entry Level

Note: This role is a hybrid position in Huntersville, NC. Part-time and Full time openings available.

About Everblue

Everblue helps government agencies and nonprofits run better through software, program management, and workforce training. Our work powers the Weatherization Assistance Program, IRA Home Energy Rebates, and dozens of other programs that make a real difference in real people’s lives. We’re a small, mission-driven team that’s low-ego, hardworking, and obsessed with getting it done and done right.

The Role

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 escalations
• 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 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).

How to Apply

Apply here: https://everblue.applytojob.com/apply

Everblue reserves the right to use artificial intelligence (AI) tools in parts of the hiring process. These tools may screen applications, route candidate communications, schedule interviews and/or assist in reviewing interview responses. A human recruiter or hiring manager makes every final hiring decision. Contact Kristie Allred ([email protected]) with questions about this process or to request an alternate process.

Equal Opportunity

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