Under the direction of the PIPP Supervisor, the PIPP Case Manager will be a liaison between the program and participating customers to assist with their participation in the Low Income Home Energy Assistance Program (LIHEAP) Percentage of Income Payment Plan (PIPP). They will assist the customer in answering questions regarding the obligations of their PIPP enrollment, advising about energy efficiency, completing applications for program participants, resolve account and program participation issues by communicating with utility companies and referring customers to other relevant assistance and energy efficiency programs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Greets clients professionally and cordially to ascertain problem or reason for calling or office visit.
Ensures delivery of excellent customer service through providing accurate program information and effective communication.
Enters or updates customer information in web-based program systems.
Responds to customer inquiries referred from the CEDA Energy Services Hotline regarding program rules, program letters, and participation requirements.
Educates customer on how to read their natural gas and electric utility bills; explains utility budget billing programs as pertinent to the program; and provides status updates, answer questions about program letters, and provide guidance on home energy efficiency.
Acquires and maintains knowledge of all PIPP and LIHEAP guidelines, as well as other CEDA programs in order to provide accurate information to client inquiries.
Works with PIPP Team Lead and Supervisor to ensure proper customer service is delivered with the most up-to-date details of the PIPP.
Assists customers with resolving utility account issues that interfere with program participation.
Works independently using available resources.
Utilizes computer technology to access and update customer program application details
Proficiency with Microsoft Office High school diploma or GED diploma or equivalent number of years’ experience. Suite and web-
Preferred Education and Experience
3 years of experience in Energy Assistance Programs or a relevant social service operation setting, preferred.
One of the largest private, non-profit Community Action Agencies in the country, CEDA serves more than 500,000 Cook County residents annually. Thirty programs and services are offered in the areas of children and family services, community and economic development, education, emergency assistance, employment and training, energy conservation and services, health and nutrition, housing and senior s...ervices. It is CEDA's mission to empower individuals, families and communities in attaining self-sufficiency. CEDA is an Equal Opportunity Employer