Customer Care Specialist

Looking for an opportunity to make an impact?

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

If this sounds like the kind of environment where you can thrive, keep reading!

Leidos is hiring a Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. If you’re someone who likes to work in a call center environment, help people and solve problems, please apply to be part of this exciting program.  This position’s pay range is $19.00-$21.00 an hour based on experience.

A large part of this position includes taking incoming phone calls for the Ameren Illinois residential energy efficiency program. Helping with customer education and counseling with respect to residential energy efficiency (behavioral changes, programmable thermostat training, do-it-yourself upgrades, etc.), often including the review of energy audit reports with the customer. Assist the customer in obtaining and reviewing estimates and contacting their selected insulation/air sealing, home performance, or other contractor to schedule work. The position will also be responsible for working in database management systems and technical reference guides to review energy efficiency applications and will report to the Customer Care Manager in Peoria, IL. 

Location: This role is remote, but the candidate must be located in the Peoria area for occasional office visits.

Other responsibilities include:

• Implement an Energy Efficiency Plan:
  • Create and populate records in Customer Management System
  • Scheduling customers for home energy assessments
  • Complete and collect appropriate customer paperwork
  • Provide overview of the program(s)
  • Conduct entry interview and energy advising consultation
• Review available rebates, incentives with customer; assisting with finding and/or providing rebate forms; assisting with the completion of those forms using electronic forms when possible
• Provide follow up to customers to help them complete home energy upgrades or participate in related programs; Remove customer barriers and leverage customer motivation
• Track all activity in Customer Management System:
  • Fill out all appropriate fields in Customer Management System
  • Follow reporting requirements outlined by the Program Manager
• Integrate with and support related departments as needed, such as residential energy audits, trade ally management, rebate processing, and quality assurance
• Properly execute all energy advisor workflows
• Address all program issues including customer, trade ally or utility complaints based on the defined procedures including proper documentation and follow-up
• Plan, coordinate, and follow through on tasks and assignments in a timely manner
• Other duties as assigned

Required Education & Experience:

• High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required. May Consider more years of experience in lieu of degree
• Ability to travel within the service territory as needed
• Demonstrated fluency in English language, both written and oral
• Experience with or strong knowledge of building science principles
• Expertise with or ability to learn web-based software Microsoft Office
• Strong listening, oral and written communication skills
• Ability to communicate with clients and co-workers in a friendly, positive, respectful manner
• Ability to maintain a professional demeanor, even under pressure
• Effectively utilizes available resources to achieve goals
• Strong organizational and time management skills
• Demonstrate accuracy and thoroughness in all work products
• Self-motivated and driven to deliver on goals
• Ability to prioritize, multi-task and deliver in a fast-paced environment
• Ability to identify improvement opportunities
• Reliable internet connection for remote work
• Quiet, secure, and distraction-free work space for remote work

Preferred Qualifications

• Call Center Representative that can accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior

Although this role will primarily support the Ameren Illinois Energy Efficiency Program, Leidos will be the employer of the person, Ameren Illinois does not take any role in selecting the person for employment, and Ameren Illinois will not have any role in managing the work performed by the person.

We take care of our employees. Leidos seeks the best and the brightest, and in return, we invest in you, with an eye on your future, through career advancement, growth opportunities and continuous improvement via mentoring, formal and informal project management training and assistance with obtaining pertinent certifications. We challenge you to help solve some of the world’s toughest problems, and reward you with a welcoming culture that recognizes the importance of a strong work/life balance, as well as competitive compensation and benefits. We believe that diversity and inclusion make us all better and offer the chance to have fun and make a difference.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.