Community Assistance and Case Resolution Specialist

Citizens Energy Group•Indianapolis, IN

20h

About The Position

We have an exciting opportunity for a Community Assistance and Case Resolution Specialist to join our team! The Community Assistance and Case Resolution Specialist is responsible for conservation, vendor oversite, the coordination of assigned energy efficiency program implementation, marketing, and evaluation plans. The Coordinator is responsible for execution and regulatory compliance of Citizens Energy Group’s income-eligible assistance programs, community investment, stakeholder engagement, and customer advocacy initiatives. This position assists in the implementation of outreach associated with capital projects and assists with the Neighborhood Ambassador Program (NAP). The Specialist builds and maintains relationships with community organizations, resource providers, government agencies, peer utilities, and customers to advance organizational goals. This position reports to the Manager, Community & Stakeholder Engagement and assists with cases received from the IURC, BBB, and other external organizations, ensures compliance with Terms and Conditions, policies, procedures, and regulatory requirements, and support Investment Collaboration on Neighborhoods (ICON).

Requirements

Two-year degree in business, technical/engineering, or other fields that involve project management or energy management, or equivalent experience in the utility, community engagement, or energy efficiency management field.
Excellent oral and written communication skills.
Ability to effectively communicate at all levels within the company, including senior leadership, and with a full range of community stakeholders.
Budget management skills.
Valid State of Indiana Drivers License (Must have a safe driving record including no history of serious traffic violations, accidents, suspensions/revocations, or DUI/DWI convictions within the last three years.)

Nice To Haves

Degree in business, public environmental affairs, technical/engineering or other fields that involve project management or energy management.
Strong background in two or more of the following areas: energy management, project management, utility operations, marketing, engineering design and analysis, large scale project management, information technology solutions, financial analysis or business/management.
Demonstrated ability to ensure compliance with applicable laws, regulations, policies, and procedures.
Knowledge of process documentation and understanding of planning and communication techniques.
Community volunteer experience.

Responsibilities

Manages and coordinates energy efficiency, conservation, weatherization, and low-income assistance programs.
Oversee third party vendors install energy efficiency appliances and weatherizing owner-occupied homes.
Collaborate with Community Action Agencies, Consumer Advocate Groups, and regulatory stakeholders.
Assists with cases received from the IURC, BBB, executive leadership offices, and other external organizations.
Ensure compliance with Terms and Conditions, policies, procedures, and regulatory requirements.
Participate and assist with community outreach that includes assistance with Community Stakeholder Alliance Meetings, Annual Neighborhood and Community Meetings, and Community Resource Day.
Manage a portfolio of community investment and customer assistance programs including the Furnace Replacement Program, Habitat for Humanity Partnership Program, and House to Home Program.
Provide strategic oversight of program implementation, budget administration, performance monitoring, contract and vendor management, regulatory compliance, and reporting requirements.
Lead process improvement initiatives, develop and implement operational enhancements of the programs.
Works alongside the Manager of Community and Stakeholder Engagement in the overall management of customer case resolution processes by monitoring response timeliness, analyzing case trends, and providing recommendations to support customer satisfaction and operational performance.
Lead efforts to identify and implement process improvements that reduce case turnaround times, enhance service delivery, and increase organizational effectiveness.
Supports the overarching enhancements and ongoing optimization of the Microsoft Dynamics case management system, ensuring efficient case tracking, reporting, data integrity, and user adoption.
Supports the management of community engagement programs and stakeholder initiatives, including the Neighborhood Ambassador Program (NAP), Citizens Investment Collaboration On Neighborhoods, Inc. (ICON), Citizens Stakeholder Alliance, Annual Community Meetings, and neighborhood advocacy efforts.
Provide leadership to ambassadors and stakeholders through planning, communication, facilitation, and strategic program development, and supports capital project communications.