Project Assistant II

TRC, Member of WSP, is a global consulting environmental and engineering firm and one of the top design firms in the energy sector. Together, TRC and WSP’s 83,000 experts create positive, long-lasting impacts for our communities and our clients in the power and energy, transportation and infrastructure, environmental, and property and buildings sectors. As part of our team, you’ll discover a world of opportunities to connect with innovative thinkers, forge your path, and have fun tackling the world’s most challenging projects.

About the role

TRC is seeking a Project Associate to support New Jersey's clean energy programs administered through the New Jersey Board of Public Utilities. The position serves as a senior frontline resource for customers and program participants by responding to calls and emails, explaining program requirements, documenting interactions, and supporting customers through the program participation process. The position also maintains recurring participant and market-partner relationships, serves as an escalation resource, improves and documents team processes, supports quality assurance, and assists with the development of less experienced team members.

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 center 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.

Requirements

• 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. Mileage is not reimbursed.
• High school diploma or GED.
• Authorization to work in the United States.

Qualifications

• Experience supporting clean energy, energy efficiency, electric vehicle, utility, government, or incentive-based programs.
• Experience with CRM, ticketing, knowledge-base, or scheduling platforms, including Salesforce or comparable systems.
• Experience with incentive application processing or program administration.
• Experience in a lead, senior, or supervisory customer service role, including quality assurance review, contact-center metrics, or performance reporting.
• Associate's or bachelor's degree in business, communications, or a related field.
• Bilingual English/Spanish proficiency.

Benefits

• Medical, dental, vision, and disability insurance.
• 401k package that includes both traditional and Roth IRA options and Company match.
• Paid time off contingent upon full time or part time status and level of seniority (ranging from 15 to 25 days per year).
• All full-time employees enjoy a minimum of 8 Paid Holidays per year.
• Paid sick, family, and disability leave in accordance with the laws of the employee’s state of residence.

These benefits are applicable to US employees depending on their employment status (full time, part time, or temporary). TRC offers jurisdiction specific benefit packages for International and Puerto Rico employees.

Pay

Salary Range: USD $28.39 - USD $38.46 /Hr.

Employee may be eligible for participation in the Company’s annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee.