Community Assistance and Case Resolution Specialist

Socket.dev; Indianapolis (IN); On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

Health, Dental & Vision

Defined Benefit Pension Plan

401(k) with company match

Short Term Incentive Pay (STIP)

Health Savings Account with company贡献

Wellness Program

Adoption and tuition assistance

Employee Credit Union

PTO and Paid Holidays

Job summary

Citizens Energy Group is hiring a Community Assistance and Case Resolution Specialist to oversee energy efficiency programs, coordinate weatherization and low-income initiatives, and advocate for customers in our service area.

You will manage third-party vendors, collaborate with agencies and regulatory stakeholders, and ensure compliance with contractual terms while driving program evaluation and reporting.

Qualifications

• Two-year degree in business, technical/engineering, or related field.
• Excellent oral and written communication skills.
• Ability to communicate at all levels within the company including senior leadership and with community stakeholders.
• Budget management skills.
• Valid Indiana driver's license with clean driving record in the last three years.

Responsibilities

• Manages and coordinates energy efficiency, conservation, weatherization, and low-income assistance programs.
• Oversee third party vendors install energy efficiency appliances and weatherizing owner-occupied homes.
• Collaborate with Community Action Agencies, Consumer Advocate Groups, and regulatory stakeholders.
• Assist with cases from IURC, BBB, and external organizations.
• Ensure compliance with terms and conditions, policies, procedures, and regulatory requirements.
• Participate in community outreach events and meetings.
• Manage a portfolio of community investment and customer assistance programs including furnace replacement, Habitat for Humanity partnerships, and House to Home.
• Lead process improvements and oversight of program implementation, budgets, and reporting.
• Support customer case resolution processes and optimize the Dynamics case management system.

Skills

Communication

Budget management

Driver's license

Education

Two-year degree in business, technical/engineering or related field

Degree in business or engineering or public environmental affairs

Job description

Overview

We have an exciting opportunity for a Community Assistance and Case Resolution Specialist to join our team!

The Community Assistance and Case Resolution Specialist is responsible for conservation, vendor oversite, the coordination of assigned energy efficiency program implementation, marketing, and evaluation plans. The Coordinator is responsible for execution and regulatory compliance of Citizens Energy Group’s income-eligible assistance programs, community investment, stakeholder engagement, and customer advocacy initiatives. This position assists in the implementation of outreach associated with capital projects and assists with the Neighborhood Ambassador Program (NAP).

The Specialist builds and maintains relationships with community organizations, resource providers, government agencies, peer utilities, and customers to advance organizational goals. This position reports to the Manager, Community & Stakeholder Engagement and assists with cases received from the IURC, BBB, and other external organizations, ensures compliance with Terms and Conditions, policies, procedures, and regulatory requirements, and support Investment Collaboration on Neighborhoods (ICON).

Citizens Energy Group offers a competitive salary and benefits including:

• Health, Dental & Vision
• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Short Term Incentive Pay (STIP) Plan
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays

Minimum Salary: $68,300 (Grade 8)

Responsibilities

• Manages and coordinates energy efficiency, conservation, weatherization, and low-income assistance programs.
• Oversee third party vendors install energy efficiency appliances and weatherizing owner-occupied homes.
• Collaborate with Community Action Agencies, Consumer Advocate Groups, and regulatory stakeholders.
• Assists with cases received from the IURC, BBB, executive leadership offices, and other external organizations.
• Ensure compliance with Terms and Conditions, policies, procedures, and regulatory requirements.
• Participate and assist with community outreach that includes assistance with Community Stakeholder Alliance Meetings, Annual Neighborhood and Community Meetings, and Community Resource Day.
• Manage a portfolio of community investment and customerassistanceprograms including the Furnace Replacement Program, Habitat for Humanity Partnership Program, and House to Home Program. Provide strategic oversight of program implementation, budget administration, performance monitoring, contract and vendor management, regulatory compliance, and reporting requirements. Lead process improvement initiatives, develop and implement operational enhancementsof the programs.
• Works alongside the Manager of Community and Stakeholder Engagementinthe overall management of customer case resolution processes by monitoring response timeliness, analyzing case trends, and providing recommendations tosupportcustomer satisfaction and operational performance. Lead efforts toidentifyand implement process improvements that reduce case turnaround times, enhance service delivery, and increase organizational effectiveness.Supports the overarchingenhancements and ongoing optimization of the Microsoft Dynamics case management system, ensuring efficient case tracking, reporting, data integrity, and user adoption.
• Supportsthe management of community engagement programs and stakeholder initiatives, including the Neighborhood Ambassador Program (NAP), Citizens Investment CollaborationOnNeighborhoods, Inc. (ICON),Citizens Stakeholder Alliance, Annual Community Meetings, and neighborhood advocacy efforts. Provide leadership to ambassadors and stakeholders through planning, communication, facilitation, and strategic program development, andsupportscapital project communications.

Qualifications

• Two-year degree in business, technical/engineering, or other fields that involve project management or energy management, or equivalent experience in the utility, community engagement, or energy efficiency management field.
• Excellent oral and written communication skills.
• Ability to effectively communicate at all levels within the company, including senior leadership, and with a full range of community stakeholders.
• Budget management skills.
• Valid State of Indiana Drivers License (Must have a safe driving record including no history of serious traffic violations, accidents, suspensions/revocations, or DUI/DWI convictions within the last three years.)

Preferred Skills/Qualifications:

• Degree in business, public environmental affairs, technical/engineering or other fields that involve project management or energy management.
• The candidate should have a strong background in two or more of the following areas: energy management, project management, utility operations, marketing, engineering design and analysis, large scale project management, information technology solutions, financial analysis or business/management.
• Demonstrated ability to ensure compliance with applicable laws, regulations, policies, and procedures.
• Prefer knowledge of process documentation and understanding of planning and communication techniques.
• Community volunteer experience.

Job Posting Deadline: Friday, October 2, 2026

Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.