Incentive Connect Support Associate

Energy Solutions

Boston, New York

Full Time

Posted September 15, 2026

$60k - $70k

Energy Management

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Job Description

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities.

Key Responsibilities

Execute and administer assigned program workflows, including claim intake, completeness review, eligibility verification, and processing activities in accordance with established standard operating procedures (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 support documentation in accordance with 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 platforms 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

Requirements

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 the 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 standard operating procedures (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
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
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.