Home Energy Rebate Program Concierge

aptim; Madison (WI); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

APTIM’s Energy Transition team is seeking a proactive Program Participation Specialist to guide customers through Home Energy Rebate program eligibility and enrolment in Wisconsin. You will provide concierge-level support, transforming calls into actionable participation steps while coordinating with contractors, program implementers, and internal teams.

The role emphasizes empathetic communication, process improvement, and maintaining records in Zendesk and CRM tools, with a focus on

Qualifications

• Associate or bachelor’s degree from an accredited college or university or equivalent work experience.
• 2+ years of customer service, inside sales, or client success experience.
• Strong communication skills, including active listening and the ability to explain complex processes clearly and guide customers with patience in both verbal and written interactions.
• Professionalism, empathy, and a focus on providing a positive customer experience; adaptable under pressure.
• Excellent critical thinking skills with ability to analyze situations and recommend solutions.
• Self-starter with time management and ability to multitask within deadlines.
• High emotional intelligence and ability to work with diverse teams and stakeholders.
• Proficient in Microsoft Office: Excel, Word, PowerPoint, Outlook, Teams, SharePoint.
• Availability to work Monday through Friday, 9 am to 5 pm CT.

Responsibilities

• Serve as the primary contact for program participation inquiries.
• Provide step-by-step guidance on eligibility, enrolment, and next steps with minimal hand-offs.
• Ensure equitable access for customers with varying computer proficiency.
• Maintain accurate records of interactions and follow-ups in Zendesk and CRM tools.
• Build strong relationships with colleagues, program implementers, and external stakeholders.
• Ensure compliance with APTIM policies and OSHA regulations.
• QA/QC of program processes; suggest design improvements and recommendations.
• Support office operations and onsite events as needed.
• Perform other duties to support program and team success.
• Ensure compliance with quality and safety policies and OSHA regulations.

Skills

Customer service

Communication skills

Time management

Empathy

Team collaboration

Education

Associate or Bachelor’s degree

Tools

Microsoft Office

Job description

APTIM’s Energy Transition team is seeking a proactive Program Participation Specialist to guide customers through Home Energy Rebate program eligibility and enrolment in Wisconsin. You will provide concierge-level support, transforming calls into actionable participation steps while coordinating with contractors, program implementers, and internal teams.

The role emphasizes empathetic communication, process improvement, and maintaining records in Zendesk and CRM tools, with a focus on