Escalations Case Manager - Energy Services
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.
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.
Apply now to be part of a team committed to fighting poverty and making a lasting impact in Chicagoland. Please see 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.
Skills Required
- 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 skills
- Strong organizational and problem-solving skills
- Proficiency in Microsoft Office, including Excel, Outlook, and SharePoint
- Ability to manage sensitive customer concerns professionally, empathetically, and accurately
- Associate degree or higher
- Two or more years of experience 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
What We Do
CEDA is a Chicagoland community-action nonprofit partnering with individuals, families, and communities facing poverty to improve quality of life and build self-sufficiency. Its programs connect residents with education, emergency and energy assistance, employment and training, health and wellness, housing and counseling, WIC, and family and community support. By addressing barriers and expanding access to essential services and opportunities, CEDA works to help people build economic stability and resilient communities.
