Escalations Case Manager - Energy Services

Escalations Case Manager

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
• 12 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:

• Associate degree
• 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.