Program Participation Specialist

About the role

The Program Participation Specialist supports Focus on Energy IRA Home Energy Rebate programs, a statewide initiative serving 107 utilities and nearly 200,000 customers annually. Reporting to the Administrative Manager, this role requires deep consultative support to guide customers through eligibility, enrolment, and participation in energy efficiency programs.

Responsibilities

• Serve as the primary contact for program participation inquiries.
• Absorb customer needs to identify relevant program offerings and provide personalized, step-by-step guidance on eligibility, enrolment, and next steps, resolving questions and ensuring minimal hand-offs.
• Work with customers of all backgrounds and varying computer proficiency levels to ensure equitable access to program participation.
• Maintain accurate records of interactions and follow-ups within Zendesk and other CRM tools.
• Develop and maintain strong working relationships with internal colleagues, program implementer staff, and external stakeholders to support effective communication and collaboration.
• Ensure compliance with all APTIM and client quality and safety policies as well as all OSHA regulations.
• Conduct QA/QC of Program processes and protocols, offering design improvements, analysis, and recommendations.
• Support office operations by coordinating with building management on maintenance and access needs, managing supplies, overseeing shipping and mail processes, providing light tech support to staff and visitors, and assisting with onsite events and meetings.
• Perform other duties as assigned to support program and team success.

Qualifications

• Associate or bachelor’s degree from an accredited two or four-year college or university or equivalent work experience.
• 2+ years of customer service, inside sales, or client success experience.
• Strong communication skills, including active listening and the ability to explain complex processes clearly and guide customers with patience in both verbal and written interactions.
• Demonstrated professionalism, empathy, and a focus on providing a positive customer experience; adaptable under pressure.
• Excellent critical thinking skills with ability to analyze situations, identify existing or potential problems and recommend solutions.
• Self-starter with the ability to manage time and prioritize projects within established deadlines and manage multiple tasks simultaneously.
• High level of emotional intelligence and ability to work effectively with diverse teams and stakeholders.
• Commitment to fostering a collaborative work environment within the team and the broader organization.
• Proficient in Microsoft Office software – Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
• Availability to work Monday through Friday, 9 am to 5 pm CT.