Review customer program applications, rebate submissions, and supporting documentation for completeness and accuracy.
Enter, update, and maintain customer/program records in Salesforce, CRM systems, trackers, or other SMUD-approved tools.
Respond to customer inquiries through email, phone, chat, and other SMUD-approved support channels using approved templates, guidance, and program rules.
Follow up with customers, contractors, or program participants regarding missing information or application status.
Support rebate processing, claims review, application intake, and documentation tracking.
Send reminder communications, customer follow-ups, survey communications, and other program-related messages through approved support channels.
Support weekly/monthly reports, dashboards, status updates, and data pulls as needed.
Track open items, incomplete applications, aging cases, and customer follow-up needs.
Escalate complex customer questions, exceptions, or unclear program issues to the Customer Programs Support Lead.
Maintain accurate records and follow established SOPs, QA procedures, and communication standards.
Support process improvement efforts by identifying recurring customer questions, documentation gaps, or workflow issues.
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.

Bachelor’s degree and 2+ years of experience, or equivalent combination of education and experience in customer support, administrative support, program support, application processing, rebate processing, claims review, or similar work.
Experience communicating with customers through email, phone, chat, or other customer support channels in a professional environment.
Strong attention to detail and ability to review forms, documents, records, and customer information accurately.
Experience using Microsoft Outlook, Excel, Teams, and shared document systems.
Ability to learn CRM, case management, or workflow systems; Salesforce experience preferred.
Ability to follow program rules, templates, scripts, and standard operating procedures.
Strong organization skills and ability to manage multiple assigned tasks.
Comfortable working in a client-facing support environment.
Ability to work Pacific Time business hours to support utility customer programs.
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.

Customer Programs Support Specialist

Key skills