Bilingual Associate, Program Support

The Program Support Associate educates potential Elevate customers and builds relationships with current customers to maintain our high levels of customer satisfaction and retention. As part of the Program Support Center, the Program Support Associate is integral to the success of Elevate’s customer-centric programs, as well as the programs that we design and implement for our clients and partners. Elevate’s innovative programs focus on dynamic pricing, smart grid education and associated technologies, energy efficiency, healthy homes, and energy benchmarking.

The Program Support Associate reports to the Team Lead, Program Support. This position is located in Chicago, Illinois and is non-exempt and is currently remote.

Responsibilities

Provide customer support center coverage to maintain strong, consistent customer service and performance-based metrics.
Manage thorough and quick resolution of customer requests via phone, email, and live chat in relation to a wide variety of Elevate and client programs.
Document customer comments, requests, and complaints using Salesforce, Elevate’s customer relationship management database.
Provide hands-on guidance and troubleshooting for web-based tools and other technologies.
Support both incoming and outgoing mailings.
Contribute to feedback loop with program managers and staff to inform of processes, communications materials, and program design improvements
Learn and stay up to date on developments related to our programs, including dynamic pricing, energy efficiency, solar energy, and water.
Perform other duties as assigned.

Qualifications and Skills

Bachelor’s degree preferred
Bilingual English/Spanish candidates preferred
Experience in a customer-contact capacity or customer-service role preferred
Proficiency in MS Office suite with a focus on Excel
Ability to communicate clearly and professionally, both verbally and in writing
Exceptional organizational and coordination skills
Ability to independently leverage critical thinking skills to address customer issues based on well-defined program guidelines
Ability to prioritize and manage multiple responsibilities simultaneously
Demonstrated attention to detail
Passion for environmental issues, economic/social justice, and/or energy efficiency
Positive, patient, and friendly attitude
Ability to work well independently and in a team setting
Regular, consistent, and punctual attendance

Organization Description

We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy use reach those who need them most.

At Elevate, the greatest asset of our organization is the kind of people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We empower individuals to challenge conventional thinking in pursuit of innovation and we seek dynamic, hardworking team members who are inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff wellbeing and career development opportunities, there’s no better place to grow your career than Elevate.

Compensation

The total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt individual contributor position with a salary range of $45,000 – $55,000, based on experience.

Anti-Discrimination Policy

Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

ADA Accommodation

Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.

To Apply

To apply, please submit your cover letter and resume through our candidate portal at https://workforcenow.adp.com/mascsr/default/mdf/recruitment/. Search for “Bilingual Associate, Program Support” to find the position listing.

Please note that Elevate will only contact candidates via an elevatenp.org email address. We will never ask a candidate for payment of any kind as part of the hiring or onboarding process or send payment to any candidate prior to completing the hiring and onboarding process.

No phone calls please.