The posting
Position Summary This position is responsible for supporting contract and rebate administration as well as provide outstanding customer service to our valued customers and partners. We are looking for highly motivated candidates with a strong work ethic, attention to detail, and excellent communications skills. Essential Duties and Responsibilities This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
Review, validate, and process rebate and program applications, supporting documentation, customer records, and related transactions in accordance with program requirements, established procedures, and quality standards. Determine applicant eligibility, identify discrepancies or missing information, and coordinate resolution with customers, partners, and internal teams. Provide customer support and program guidance to all sectors including but not limited to residential, small-business, multi-family and commercial, and trade ally participants through phone, email, chat, text, written correspondence, and other communication channels. Explain program requirements, application processes, documentation needs, and application or rebate status updates to participants and stakeholders. Utilize company, client, and partner systems to process applications, maintain records, research issues, and document customer interactions. Support multiple programs, clients, and business sectors while adapting to changing priorities, operational demands, and seasonal fluctuations. Maintain confidentiality and exercise of sound judgment when handling customer information and non-public personal information. Participate in cross-training and maintain working knowledge of assigned programs, systems, and processes to support operational flexibility and business continuity. Collaborate with team members and business partners to achieve service, quality, productivity, accuracy, customer experience, and KPI objectives; communicate performance trends, issues, status updates, and process improvement opportunities to leadership. Perform additional operational duties as assigned to meet business needs. Work schedules and shifts may vary based on program demands, cross-functional support requirements, and seasonal fluctuations.
Position Requirements Education and Experience
High school diploma, GED, or equivalent required. Associate degree in business, communications, administration, or a related field preferred. 1-3 years of experience in customer service, administrative support, office operations, transaction processing, program administration, or related field preferred.
Experience supporting customers or business partners through phone, email, chat, text, or other communication channels preferred.
Required Skills, Knowledge and Abilities
Strong customer service, communication, interpersonal, organizational, and time-management skills. Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail. Ability to identify, research, and resolve routine customer, application, and processing issues. Proficiency in Microsoft Office applications and the ability to learn and effectively utilize applicable business systems and databases. Ability to communicate professionally and effectively with customers, trade allies, clients, and team members across multiple communication channels. Ability to learn and apply program requirements, policies, and operational procedures. Ability to work independently and collaboratively in a team-oriented environment. Committed to diversity, equity, inclusion, and respectful workplace practices.
Licenses & Certifications
Valid driver’s license
Travel Requirements
Willingness to travel up to 5%
Compensation & Benefits: Franklin Energy reasonably expects the starting salary for this position to fall between $21.00 and $25.00/Per-Hour. The final offer will be determined based on relevant experience, skills, qualifications, internal equity, geographic location, and business needs. Franklin Energy offers a comprehensive benefits package, including medical, dental, and vision coverage; retirement benefits; paid time off; paid holidays; and other company-sponsored benefits and programs.
