Associate

Job Summary 

Processes rebate applications efficiently and accurately. 

Essential Functions and Responsibilities: 

• Process rebate applications efficiently, accurately, and within established service level agreements (SLAs) using Salesforce CRM and other program systems.
• Deliver exceptional customer service by serving as a primary point of contact for applicants, contractors, dealerships, program partners, and other stakeholders through phone, email, and written correspondence.
• Manage high-volume work queues effectively by prioritizing tasks based on deadlines, application status, customer needs, and program requirements.
• Balance multiple responsibilities simultaneously while maintaining quality, accuracy, productivity, and responsiveness in a fast-paced environment.
• Review rebate applications and supporting documentation for completeness, accuracy, eligibility, and compliance with program rules, policies, and procedures.
• Make timely, consistent, and well-informed decisions regarding applicant eligibility based on detailed program requirements and supporting documentation.
• Clearly explain complex program requirements, application statuses, documentation needs, and eligibility criteria to applicants and stakeholders in a professional, customer-focused manner.
• Provide technical support and guidance to applicants navigating online application and document submission systems.
• Communicate effectively with customers during challenging situations, demonstrating patience, empathy, professionalism, and conflict-resolution skills.
• Resolve customer inquiries by researching account details, identifying solutions, and following issues through to completion whenever possible.
• Use sound judgment and discretion when discussing non-public personal information and handling confidential customer data.
• Maintain accurate records of customer interactions, application updates, and processing activities within CRM and program management systems.
• Prepare professional template-based and customized communications that clearly convey required actions, decisions, and program information.
• Process rebate approvals and coordinate preparation and distribution of rebate payments in accordance with established procedures.
• Monitor personal workload and queue assignments to ensure timely completion of tasks while meeting productivity and quality expectations.
• Escalate complex cases, exceptions, or customer concerns appropriately while collaborating with team leads and management to determine effective solutions.
• Work collaboratively with team members to meet program goals, share knowledge, support cross-functional activities, and contribute to a positive team culture.
• Communicate regularly with team leads and management regarding workload, queue status, customer trends, operational challenges, and process improvement recommendations.
• Organize, scan, file, store, and maintain physical and electronic application records according to program requirements.
• Perform other related duties as assigned.

Essential Knowledge, Skills and Abilities 

Required 

• Exceptional customer service skills with a commitment to delivering positive customer experiences and professional stakeholder interactions.
• Strong verbal and written communication skills, including the ability to explain complex information clearly and effectively to diverse audiences.
• Ability to communicate professionally, confidently, and empathetically during high-volume customer interactions and challenging conversations.
• Proven ability to manage multiple priorities simultaneously while maintaining accuracy, attention to detail, and productivity.
• Strong queue management and workload prioritization skills, with the ability to adjust focus based on deadlines, service levels, and business needs.
• Excellent organizational and time-management skills.
• Strong interpersonal skills with the ability to build positive relationships with customers, team members, contractors, dealerships, and program stakeholders.
• Extreme attention to detail and commitment to quality.
• Ability to understand complex processes, apply program requirements consistently, and exercise sound judgment when reviewing applications.
• Ability to identify issues, evaluate alternatives, and recommend solutions.
• Ability to work independently while remaining collaborative and responsive in a team environment.
• Ability to complete assigned work accurately, efficiently, and within established deadlines.
• Intermediate proficiency with Adobe Acrobat PDF.
• Intermediate proficiency using browser-based systems and customer relationship management platforms.
• Intermediate proficiency with Microsoft Outlook, Word, Excel, and Windows-based applications.
• Knowledge of customer service principles, data entry best practices, documentation requirements, and process-driven workflows.
• Ability to maintain confidentiality and safeguard sensitive customer information. 

Preferred 

• Experience in rebate processing, application processing, mortgage processing, income verification, claims processing, or similar document-intensive environments.
• Experience working in customer-facing roles with high call, email, or case-management volumes.
• Experience using Salesforce CRM or other customer relationship management systems.
• Experience managing work queues, service requests, or case management systems.
• Basic knowledge of and/or interest in electric, plug-in hybrid electric, and other alternative fuel vehicles.
• Basic knowledge of transportation, sustainability, energy efficiency, greenhouse gas reduction, and climate-related initiatives.
• Ability to speak Spanish, Mandarin, Vietnamese, or Tagalog. 

Education:

• Associate of Arts degree preferred.  

Experience:

• Minimum of 2 years of experience in customer service, customer support, application processing, rebate processing, case management, office administration, or related fields.
• Demonstrated experience managing multiple priorities, meeting deadlines, and maintaining accuracy in a high-volume environment.
• Experience communicating with customers and stakeholders by phone, email, and written correspondence.

Licenses, Certificates or Registrations: 

• None required  

WORKING CONDITIONS 

Work Environment: 

• Works in a home (remote) or office environment 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

• Must have manual dexterity sufficient to operate a computer keyboard and other equipment customarily present in an office environment.