Experience Inc. Jobs

Job Summary

The Energy Assistance Program Leader is responsible for overseeing NIPSCO Energy Assistance programs to provide our vulnerable customer with opportunities of aid to manage bills and reduce arrearages. To partner with local agencies, appointed officials and regulators to bring awareness of energy assistance to all customers. Look for better ways to increase participation in the state of Indiana to enhance customer affordability.

Essential Functions

• Monitors NIPSCO Energy Assistance programs

• Monitors funds and expenditures of various energy assistance programs for monthly and annual reporting

• Provides subject matter expert support to Communications, Public Affairs, Regulatory, and Customer Care for customer communications, customer inquiries and rate case responses

• Assesses customer and agency feedback for program design improvements

• Collaborates and provides customer care support to Community Action Agencies, Township Trustees, IHCDA, and other community partners.

• Serves as first point of contact and provides support to Customer Care for energy assistance related IURC complaints/inquiries and assistance agency/customer escalations

• Participates in and represents NIPSCO Energy Assistance at community outreach events across the service territory

• Leads the coordination, administering, and reconciliation of energy assistance programs, including processing administration fees for Hardship Agencies

• Participates in annual IHCDA LIHEAP auditing and NIPSCO USP Filing

• Establishes, tracks, and monitors fund allocations for Hardship programs

• Reviews and interprets IHCDA LIHEAP contract and state regulations and recommends actions to Customer Care

• Provides end-user support to Community Action Agencies and Township Trustees via NIPSCO Agency Portal

• Updates Indiana 211 with energy assistance information available to customers

• Develops and facilitates energy assistance training for Customer Care

• Partners with Customer Care Training for annual Senior CSR/CSR training, Business Integration for Call Aid updates, and Workforce Management for Trustee Line coverage

• Leads and directs work of temporary employees

• Other duties as assigned

Required Qualifications For Position

• High School/Bachelor's Degree or comparable industry-related work experience

• At least 3 years Supervisory/Program Management experience

• At least 3 years’ experience in Customer Service, Billing or Collections

• 3 years of working in a process driven organization focused on the customer experience

• Strong public relations, negotiations and presentation skills

• Must value diversity and cultural differences

• A strong customer focused mindset

• Excellent written and verbal communication skills

• Proficient with Microsoft Excel, Word and PowerPoint

• Experience working in the administration of programs serving the low income and vulnerable populations is preferred.

• Experience in and/or extensive knowledge of gas and electric utilities, and poverty assistance

• Experience with project planning and implementation

• Demonstrated ability to identify, communicate, and resolve problems

• Demonstrated commitment to continuous improvement

• Proven track record of achieving results

• Proven ability to work across departments and all levels in the organization collaboratively to resolve issues, drive projects to closure, achieve desired results/goals, and/or implement change as needed.

Preferred Qualifications for Position

• Experience managing energy programs.

• Knowledge of Federal Regulations governing Collections and Customer processes

• Experience with energy outreach programs or energy assistance programs

• Experience with low income program customers

• Customer service focused

• Experience working with local government officials

Preferred Additional Qualifications for Position

Physical Demands

• Standing - Occasionally

• Walking - Occasionally

• Sitting - Constantly

• Lifting - Rarely

• Carrying - Rarely

• Pushing - Rarely

• Pulling - Rarely

• Climbing - Rarely

• Balancing - Rarely

• Stooping - Rarely

• Kneeling - Rarely

• Crouching - Rarely

• Crawling - Rarely

• Reaching - Rarely

• Handling - Occasionally

• Grasping - Occasionally

• Feeling - Rarely

• Talking - Constantly

• Hearing - Constantly

• Repetitive Motions - Frequently

• Eye/Hand/Foot Coordination - Frequently

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$65,900.00 - $99,000.00

Posting Start Date:

2024-07-03

Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.