Energy Services Escalations Specialist

Automatic Data Processing, Inc.; Illinois; On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401K

Generous PTO

Job summary

CEDA is seeking an Escalations Case Manager for its Energy Services team in Chicago, IL. You will be the main contact for escalated customer concerns, investigating complex cases and delivering client-centered solutions to ensure accurate billing and regulatory compliance.

We value strong communication and problem-solving skills, and experience with LIHEAP or energy assistance programs is preferred. Competitive benefits are offered within a mission-driven nonprofit environment.

Qualifications

• High school diploma or GED required.
• 1–2 years of relevant customer service/case management experience.
• Strong written and verbal communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications (Excel, Outlook, SharePoint).
• Ability to handle sensitive customer concerns professionally and empathetically.

Responsibilities

• Serve as the primary point of contact for escalated customer concerns and inquiries.
• Investigate complex cases and develop individualized, client-focused solutions.
• Explain program eligibility requirements, policies, procedures, and next steps clearly.
• Collaborate with utility companies, program administrators, and internal departments to resolve issues.
• Review accounts and billing data to identify discrepancies and determine resolutions.
• Maintain detailed case records and ensure regulatory compliance.
• Participate in team meetings and suggest process improvements.
• Stay informed about LIHEAP and other energy assistance requirements.

Skills

Communication

Organizational skills

Problem solving

Customer service

Education

High school diploma or GED

Associate degree or higher

Tools

Excel

Outlook

SharePoint

Job description

CEDA is seeking an Escalations Case Manager for its Energy Services team in Chicago, IL. You will be the main contact for escalated customer concerns, investigating complex cases and delivering client-centered solutions to ensure accurate billing and regulatory compliance.

We value strong communication and problem-solving skills, and experience with LIHEAP or energy assistance programs is preferred. Competitive benefits are offered within a mission-driven nonprofit environment.