Escalations Case Manager - Energy Services

Community-and-Economic-Development-Association-of-Cook-County; Chicago (IL); Hybrid; USD 27,552 - 38,572; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

401K

Job summary

CEDA, the Community and Economic Development Association, seeks an Escalations Case Manager to support the Energy Services team in handling complex customer issues with empathy and efficiency.

This full-time, hybrid Chicago role involves coordinating with utility partners, program administrators, and internal teams to resolve escalated cases and ensure compliance with LIHEAP and other guidelines.

The position emphasizes accurate documentation, strong communication, and ongoing process improvement.

Qualifications

• Required: High school diploma or GED equivalent.
• 1–2 years of relevant experience in customer service or case management.
• Strong communication, organization, and problem-solving skills.
• Familiarity with Microsoft Office (Excel, Outlook, SharePoint, etc.)

Responsibilities

• Act as the main liaison between customers, utility partners, and internal teams for escalated cases.
• Investigate complex cases and provide tailored, client-focused solutions.
• Communicate clearly with customers about program eligibility, rules, and next steps.
• Partner with utility companies, program administrators, and internal departments to resolve issues.
• Analyze customer accounts and utility data to determine resolution strategies.
• Maintain detailed case documentation and ensure compliance with all regulatory requirements.
• Participate in team meetings and provide insights to improve processes and customer experience.
• Stay up to date on all program guidelines, including LIHEAP and other energy assistance initiatives

Skills

Communication

Organization

Problem-solving

Customer service

Education

High school diploma or GED

Tools

Microsoft Office

Excel

SharePoint

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Escalations Case Manager - Energy Services

Full-Time

Location: Chicago, IL – CEDA Central (Hybrid)
Department: Energy Services
Type: Full-Time, Non-Exempt (Hourly)

The Community and Economic Development Association (CEDA) is one of the largest nonprofit organizations in the nation committed to building thriving communities and fighting poverty. We are currently seeking an Escalations Case Manager to support our Energy Services team in managing complex, sensitive customer issues with empathy, professionalism, and efficiency.

What You’ll Do:

As an Escalations Case Manager, you’ll be the key liaison between customers, utility partners, and internal teams for escalated cases involving energy assistance programs. You’ll play a critical role in ensuring timely resolutions, supporting client success, and ensuring compliance with state and federal guidelines.

Act as the main point of contact for escalated customer concerns

Investigate complex cases and provide tailored, client-focused solutions

Communicate clearly with customers about program eligibility, rules, and next steps

Partner with utility companies, program administrators, and internal departments to resolve issues

Analyze customer accounts and utility data to determine resolution strategies

Maintain detailed case documentation and ensure compliance with all regulatory requirements

Participate in team meetings and provide insights to improve processes and customer experience

Stay up to date on all program guidelines, including LIHEAP and other energy assistance initiatives

Why Join Us?

• Benefits: Medical, Dental, Vision, Life, 401K, and other benefit options.
• Professional Growth: Opportunity to develop skills in community outreach, data management, and public speaking.
• Impact: Directly contribute to improving the lives of low-income residents through essential energy assistance programs.

What We’re Looking For:

Required:

High school diploma or GED equivalent

1–2 years of relevant experience in customer service or case management

Strong communication, organization, and problem-solving skills

Familiarity with Microsoft Office (Excel, Outlook, SharePoint, etc.)

Preferred:

2+ years of experience with energy assistance programs (e.g., LIHEAP) or in a nonprofit setting

Knowledge of utility billing and customer account management.

Ready to Make a Difference?

Apply now to be part of a team committed to fighting poverty and making a lasting impact in Chicagoland. Please see the job description for further details.

CEDA is an Equal Opportunity Employer. In accordance with applicable federal, state, and local laws, we do not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected status. CEDA is a recipient of federal funding and complies with all applicable non-discrimination provisions, including but not limited to Title VI of the Civil Rights Act, the Americans with Disabilities Act (ADA), and other applicable regulations. Reasonable accommodations are available upon request.