Escalations Case Manager - Energy Services

Community and Economic Development Assoc • Chicago, IL

9d • $0 - $19 • Hybrid

About The Position

The Community and Economic Development Association (CEDA) is seeking an Escalations Case Manager to support its Energy Services team. This role involves managing complex, sensitive customer issues related to energy assistance programs with empathy, professionalism, and efficiency. The Escalations Case Manager will act as a key liaison between customers, utility partners, and internal teams, ensuring timely resolutions, supporting client success, and maintaining compliance with state and federal guidelines.

Requirements

• High school diploma or GED equivalent
• 1–2 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.)

Nice To Haves

• 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.

Responsibilities

• 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

Benefits

• Medical
• Dental
• Vision
• Life
• 401K
• Other benefit options
• Opportunity to develop skills in community outreach, data management, and public speaking
• Directly contribute to improving the lives of low-income residents through essential energy assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED