Escalations Case Manager - Energy Services

ADP, Inc.; Illinois; In loco; USD 30.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical benefits

Dental benefits

Vision benefits

Life insurance

401K

Generous PTO

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Communication

Organizational skills

Problem solving

Customer service

Formazione

High school diploma or GED

Associate degree or higher

Strumenti

Excel

Outlook

SharePoint

Descrizione del lavoro

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

Central, Chicago, IL, US

2 days ago Requisition ID: 1600

Salary Range: $22.02 To $23.32 Hourly

The Community and Economic Development Association (CEDA) is one of the nation’s largest nonprofit organizations dedicated to building thriving communities and fighting poverty. We are seeking a compassionate, detail-oriented Escalations Case Manager to join our Energy Services team and help resolve complex and sensitive customer concerns with empathy, professionalism, and efficiency.

What You’ll Do

• Serve as the primary point of contact for escalated customer concerns and inquiries.
• Investigate complex cases and develop individualized, client-focused solutions.
• Communicate program eligibility requirements, policies, procedures, and next steps clearly and professionally.
• Collaborate with utility companies, program administrators, and internal departments to resolve customer issues.
• Review customer accounts and utility billing data to identify discrepancies and determine appropriate resolution strategies.
• Maintain accurate, detailed case records and ensure compliance with applicable regulatory and program requirements.
• Participate in team meetings and recommend process improvements to enhance operational efficiency and the customer experience.
• Stay informed about program policies and eligibility requirements, including the Low Income Home Energy Assistance Program (LIHEAP) and other energy assistance initiatives.

What We’re Looking For

Required Qualifications

• High school diploma or GED equivalent.
• One to two years of relevant experience in customer service, case management, or a related field.
• Strong written and verbal communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and SharePoint.
• Ability to manage sensitive customer concerns with professionalism, empathy, and attention to detail.

Preferred Qualifications

• Associate degree or higher.
• Two or more years of experience working with energy assistance programs, such as LIHEAP, or in a nonprofit organization.
• Knowledge of utility billing processes, customer account management, and energy assistance program requirements.

Why Join Us?

• Benefits: Medical, dental, vision, life insurance, 401K, generous PTO, and more!
• Professional Growth: Contribute to meaningful initiatives in a collaborative, mission-driven environment.
• Make an Impact: Your work directly supports the community through critical programs.

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.

Attachments (1)

Energy - Escalations Case Manager 08.13.2025.docx