Program Participation Specialist Focus on Energy

Program Participation Specialist Focus on Energy

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 in Wisconsin. This position delivers high-quality inbound customer support with an emphasis on guiding customers step-by-step through energy efficiency program eligibility, enrolment, and participation. The role involves direct engagement with customers, contractors, and Program Implementers, and reports to the Administrative Manager.

The Program Participation Specialist provides 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. The role also supports 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 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, delivering measurable energy savings and high-quality customer support. Our Energy Transition team provides energy efficiency, energy management, carbon management, smart energy infrastructure, and distributed energy resources (DER) solutions, collaborating with clients to define and implement strategies that deliver high-impact outcomes for government, utility, and commercial clients.

Key Responsibilities

• 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 with 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 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

Desired / Preferred Qualifications

About APTIM

APTIM is committed to accelerating the transition toward a clean and efficient energy economy, building a sustainable future for our communities and natural world, and creating a more inclusive and equitable environment. We specialize in environmental, resilience, sustainability and energy solutions, as well as technical and data solutions, program management, and critical infrastructure.

What You Can Expect From APTIM

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