Customer Programs Support Lead

About the role

The Customer Programs Support Lead will support Sacramento Municipal Utility District (SMUD) customer programs by coordinating day-to-day application/rebate processing, customer communications, CRM updates, reporting, quality control, and escalation support. This role will serve as the working lead for Customer Programs Support Specialists and will help ensure that customer inquiries, program applications, follow-ups, reminders, surveys, and reporting tasks are completed accurately, consistently, and in alignment with SMUD-approved program rules and procedures.

Responsibilities

• Serve as the working lead for the Customer Programs Support team.
• Provide day-to-day guidance, training, QA review, and escalation support for Customer Programs Support Specialists as program rules, tools, and processes evolve.
• Cook up daily workloads across application review, rebate processing, customer emails, reminders, surveys, and reporting tasks.
• Review and quality-check customer program applications, rebate documentation, and customer communications.
• Support escalated customer/program inquiries and coordinate with SMUD staff on exceptions, policy questions, or complex cases.
• Maintain accurate records in Salesforce, CRM systems, shared trackers, or other SMUD-approved tools.
• Help document standard operating procedures, workflows, templates, FAQs, and team guidance.
• Monitor aging items, incomplete applications, customer follow-ups, and program service levels.
• Prepare or support weekly/monthly reporting, dashboards, status updates, and program performance summaries.
• Identify process improvements related to intake, application review, customer communication, CRM workflows, reporting, and quality control.
• Cook up customer surveys, reminder campaigns, batch communications, and program outreach follow-up.
• Cook up with Leidos program management and SMUD points of contact to ensure smooth service delivery.
• Represent SMUD’s customer-focused brand by providing clear, timely, accurate, and professional communication with customers, contractors, CCA clients, SMUD staff, and internal Leidos team members.
• Participate in SMUD and CCA client coordination meetings as needed, representing Leidos professionally and helping communicate team status, open items, risks, and process improvement opportunities.

Qualifications

• Bachelor’s degree and 4+ years of relevant experience, or equivalent combination of education and experience in customer support, program administration, rebate/incentive processing, case management, utility programs, energy programs, or similar operational support.
• 1+ year of experience serving as a team lead, senior specialist, trainer, QA reviewer, or escalation point.
• Experience reviewing applications, forms, supporting documentation, customer records, or eligibility requirements.
• Strong written communication skills, especially for customer emails and internal status updates.
• Experience using CRM, case management, ticketing, or workflow systems; Salesforce experience preferred.
• Strong attention to detail and ability to follow program rules, procedures, and documentation requirements.
• Proficiency with Microsoft Excel, Outlook, Teams, and SharePoint or similar tools.
• Able to manage multiple priorities, track open items, and follow through on deadlines.
• Able to work professionally with utility/client staff, customers, vendors, and internal team members.
• Demonstrated customer service mindset with the ability to communicate professionally, protect the client’s brand, and provide accurate support in a public-facing or client-facing environment.
• Able to participate in client-facing discussions with professionalism, sound judgment, and clear communication.
• Able to work Pacific Time business hours.

Preferred Qualifications

• Experience supporting utility, energy efficiency, electrification, EV, low-income, residential, or commercial customer programs.
• Experience with rebate, incentive, grant, or claims processing.
• Salesforce or similar CRM experience.
• Experience creating SOPs, training materials, templates, or process documentation.
• Experience supporting reports, dashboards, surveys, or program performance metrics.
• Familiarity with customer choice aggregation, community energy, municipal utilities, or public-sector customer programs.