Program Participation Specialist -- Focus on Energy

Job Overview:

APTIM's Energy Transition team is seeking a proactive and experienced Program Participation Specialist to join our Focus on Energy IRA Home Energy Rebate programs, which are part of Wisconsin's statewide energy efficiency and renewable energy offerings. This position is primarily responsible for delivering high-quality inbound customer support with an emphasis on guiding customers step-by-step through energy efficiency program eligibility, enrolment, and participation. Unlike traditional customer service roles, this position provides a deeper level of consultative support, ensuring customers understand how to get started and stay engaged in Home Energy Rebate programs. This role involves direct engagement with customers, contractors, and Program Implementers, and reports to the Administrative Manager.

The Program Participation Specialist will provide concierge-level support to customers interested in Home Energy Rebate programs, helping them understand requirements, next steps, and available resources. This position acts as a trusted liaison between customers and the program, ensuring calls are not just answered but transformed into clear, actionable steps toward participation. In addition, this is responsible for supporting office operations and team needs to maintain an efficient work environment. The successful candidate will be empathetic, communicative, and motivated to deliver a high-quality experience that leads to both customer engagement and team satisfaction.

Focus on Energy is Wisconsin's statewide energy efficiency and renewable energy program, serving 107 utilities and supporting nearly 200,000 utility customers annually. APTIM has served as Program Administrator since 2011, helping delivery measurable energy savings and high-quality customer support.

APTIM's Energy Transition team is a recognized leader in the marketplace. Our energy experts deliver highly innovative projects and complex client solutions, providing the full breadth of solutions including energy efficiency, energy management, carbon management, smart energy infrastructure, and distributed energy resources (DER).,. Our consultants proactively collaborate with clients to define and implement strategies and programs around key business drivers, with the primary focus of finding and delivering high-impact outcomes that exceed expectations and meet the unique needs of our government, utility and commercial clients.

Key Responsibilities/Accountabilities:

• Serve as the primary contact for program participation inquiries.
• Assess customer needs to identify the most relevant program offerings, and provide personalized, step-by-step guidance on eligibility, enrollment, 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.

Basic 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 pro