Incentive Connect Support Associate

About the role

At Energy Solutions, we focus on big impacts through market-based programs that deliver large-scale energy, carbon, and water-use savings. Since 1995 we have provided proven, performance-based solutions for utility, government, and institutional customers. Energy Solutions is seeking an Incentive Connect Associate to support, coordinate, and administer assigned program operations, project activities, and operational workflows within our program portfolio. The role involves executing day-to-day program activities, maintaining accurate records, coordinating stakeholder interactions, and ensuring work follows established procedures, program requirements, and quality standards. The associate also contributes to reporting, compliance, process improvements, and operational support while providing guidance on routine procedural questions and escalating complex issues as needed.

Responsibilities

• Execute and administer assigned program workflows, including claim intake, completeness review, eligibility verification, and processing activities per 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 supporting documentation per 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 platform 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

Minimum Qualifications

• 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 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 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

Preferred Qualifications

• 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

Pay

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.

Benefits

Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans, and an Employee Stock Ownership Plan (ESOP). Compensation includes a generous retirement package.