Job Information
APTIM Bilingual Project Coordinator -- Focus on Energy in Madison, Wisconsin
At APTIM , we come to work each day knowing that we are making an impact on the world. Our work spans from safeguarding and maintaining critical infrastructure to helping communities recover from natural disasters, from empowering our armed forces and first responders to reducing carbon and energy use, and from making cities more resilient against the threats of climate change to restoring contaminated ecological systems.
Job Overview:
APTIM's Energy Transition team seeks a Bilingual Project Coordinator for our Focus on Energy Program Administration team who is fluent in both Spanish and English. The position is primarily responsible for ensuring excellent service standards, responding efficiently and effectively to utility customer and other stakeholder inquiries, and maintaining high customer satisfaction through collaboration with Program partners. The role involves direct engagement with utility customers, Program Implementers, and other Program stakeholders and reports to the Operations Director as part of the portfolio operations group.
Focus on Energy is one of the longest standing energy efficiency and clean energy programs in the country. This award-winning program serves 107 utility territories across the Wisconsin market and supports over 50,000 energy efficiency projects annually with business and residential utility customers. APTIM's role as the Program Administrator is to develop energy-saving programs vital to residential and business customers throughout the state.
APTIM's Energy Transition team is a recognized leader in the marketplace. Our technical experts deliver highly innovative projects and complex client solutions providing the full breadth of energy solutions including energy management, carbon management, smart energy infrastructure, distributed energy resources (DER), and carbon-free mobility solutions. Our consultants proactively collaborate with clients to define and implement strategies and campaigns around key business drivers, with the primary focus of finding and delivering high-impact projects exceeding expectations and meeting the unique needs for our clients.
The Bilingual Project Coordinator will provide expert customer service and will work with cross-functional teams to support programs and deliver services essential to the success of Focus on Energy. The successful candidate will consistently demonstrate a commitment to fostering a collaborative work environment within the team and the broader organization. The applicant will possess high-level communication skills and thrive while building relationships and connecting people to resources while demonstrating excitement to help utility customers. In addition to supporting utility customers, this person will work with Focus on Energy's Community Liaison serving as a contact for Community Based Organizations throughout the state who work directly with Spanish speaking clients. There is also an opportunity to support the Focus on Energy marketing team to create materials and website content in Spanish.
You will be working with others who are passionate about clean energy, energy efficiency, and making a positive impact on the industry.
What you can expect from APTIM:
Work that is worthy of your time and talent
Respect and flexibility to live a full life at work and at home
Dogged determination to deliver for our clients and communities
A voice in making our company better
Investment into your personal and professional development
Key Responsibilities/Accountabilities:
Act as a Spanish/English bilingual customer service representative.Manage inbound and outbound phone calls, emails, chats, and tickets within the customer support software.
Learn and use customer support software and customer service best practices.
Develop and maintain positive, efficient working relationships with customers, team members, and program stakeholders; ensure program stakeholders' needs are identified and addressed.
Collaborate with colleagues or managers to find the best solutions for customers; escalate any barriers to customer support success to the Operations Director.
Identify and assess customers' needs and resolve problems; respond to customer inquiries and provide accurate, valid, and complete information via phone, email, or chat.
Successfully resolve customer complaints, improve customer service, and maintain satisfied customers.
Maintain a polite, helpful, and professional manner at all times.
Provide consultative customer service; help to determine the best next step for the customer's needs.
Deliver prompt and professional service through verbal and written communications.
Identify common problems/complaints and escalate them to management with suggestions for improvements.
Maintain, update, and add records of customer interactions to the software.
Serve as a subject matter expert of the Focus on Energy Program.
Develop relationships with program partners to identify and address their needs from the Program.
Other duties as assigned.
Ensure compliance with all APTIM and client quality and safety policies as well as all OSHA regulations.
Basic Qualifications:
Associate or bachelor's degree from an accredited two or four-year college or university or equivalent work experience.
2+ years of relevant customer support experience.
Strong communication skills including phone contact handing and active listening; fluent in Spanish and English.
Critical thinking skills with ability to analyze situations, identify existing or potential problems, and recommend solutions; be a natural problem solver.
Customer service oriented with ability to adapt and respond to wide variety of stakeholders and respond appropriately under pressure.
Familiarity with CRM systems and practices.
Proficiency in Microsoft Office Suite.
Self-starter with the ability to manage time and prioritize projects within established deadlines and handle multiple tasks simultaneously.
Ability to learn program knowledge quickly and process information to apply to customer needs.
Availability to work Monday through Friday 9 am to 5 pm.
Desired/Preferred Qualifications:
1+ years' experience in the energy efficiency industry.
Understanding of energy efficiency technologies and energy-saving solutions including, lighting, HVAC and building envelope.
Experience supporting translation or transcreation of marketing materials.
Proficiency with Zendesk or other customer service software.
Knowledge of Microsoft Dynamics.
Simple website development experience and familiarity with Content Management Systems like WordPress.
Experience working with state, local, and/or federal governments, for-profit and non-profit organizations (including community-based organizations), and/or utilities.
Who we are and what we do:
APTIM is a global industry leader headquartered in Baton Rouge, Louisiana. With more than 4,000 employees worldwide, APTIM specializes in critical infrastructure, technical and data solutions, program management, environmental services, resilience, as well as sustainability and energy solutions. Our dedicated people have the proven experience and expertise to provide integrated services and solutions to government agencies, commercial, industrial, and energy customers. APTIM is committed to accelerating the transition toward a clean and efficient energy economy, building a sustainable future for our communities and the natural world, and creating an inclusive equitable environment that celebrates the diversity of our people.
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Aptim Making a Difference
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may make their request known by e-mailing HRQuestions@cbifederalservices.com or calling 855.343.5600 for assistance.