Elevate is a nonprofit organization headquartered in Chicago. We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy reach those who need them most. We're pursuing our mission of a just and equitable world where everyone has affordable heat, power, and water in their homes and communities. We are growing nationally - expanding the reach of our programs, services, and research in collaboration with partner organizations.
OUR PEOPLE AND CULTURE:
At Elevate, our organization's greatest asset is the people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We want our team to challenge conventional thinking in pursuit of innovation. We seek dynamic, hardworking individuals inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff well-being and career development opportunities, there's no better place to grow your career than Elevate.
Interested in learning more? Keep on reading for the details.
Senior Associate, Consumer Protection, ILSFA
The Illinois Solar for All Program (ILSFA), directed by the Illinois Power Agency and administered by Elevate, aims to deliver the benefits of solar and the clean energy economy to low-income and environmental justice communities across Illinois. The Senior Associate, Consumer Protection, ILSFA is primarily responsible for supporting the Consumer Protection efforts of ILSFA. This role works extensively across internal departments within Elevate to ensure we are implementing comprehensive consumer protections and addresses any customer complaints. This role also coordinates with the Illinois Power Agency to develop, define, and implement new consumer protection initiatives.
The Senior Associate, Consumer Protection will report to the Senior Manager, Consumer Protection, ILSFA. This position is located in Chicago, Illinois and is currently fully remote.
Responsibilities
Apply and convey the complex processes, policies, and expectations of program stakeholders to program operations.
Evaluate and respond to participating customer complaints and coordinate internally as needed to investigate complaints.
Follow up with customers to resolve complaints as soon as possible by working with the customers' approved vendors (solar developers) as needed to research complaints and identify and implement solutions. If needed, escalate issues to leadership.
Provide updates to the IPA regarding ongoing customer complaints and their resolution.
Investigate allegations of program violations, make recommendations for potential disciplinary action, and draft disciplinary-related letters to vendors alleged to have violated Program requirements.
Provide updates and reports on disciplinary processes and complaints; contribute to ILSFA quarterly and annual reports and the IPA's Consumer Protection Annual Report.
Attend and participate in monthly consumer protection meetings.
Support new consumer protection initiatives and interface with the other consumer protection teams (from Illinois Shines and/or the IPA) as needed to share information and support new initiatives.
Provide educational materials related to consumer protection requirements and best practices for new vendors and vendor designees.
Work across internal departments to ensure comprehensive consumer protections are implemented, including the development of new ILSFA disclosures and updates to existing program disclosures.
Contribute to educational workshops on consumer protection topics such as marketing best practices and program requirements.
Update the Consumer Protection Database.
Interact with customers, clients, and external collaborators.
Understand program priorities and adjust workload accordingly.
Serve as the liaison to the Elevate Call Center to triage and resolve customer complaints and issues.
Monitor and respond to ILSFA inbox inquiries.
Report to Senior Manager, Consumer Protection, ILSFA.
Perform other duties as assigned.
Qualifications and Skills
Bachelor's degree or equivalent experience
Experience engaging and managing client relationships
Ability to independently leverage critical thinking skills to address real-world customer issues based on well-defined program guidelines
A demonstrated attention to detail
Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
Excellent written and verbal communication skills
Compensation
The total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt individual contributor position with a salary range of $65,000 - $75, 000, based on experience.
Anti-Discrimination Policy
Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.
ADA Accommodation
Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.