Customer Programs Support Specialist

The Customer Programs Support Specialist will support Sacramento Municipal Utility District (SMUD) customer programs by processing applications, reviewing rebate or program documentation, responding to customer inquiries through email, phone, chat, and other SMUD-approved support channels as needed, maintaining CRM records, sending reminders, supporting surveys, and assisting with reports and dashboards. This role requires a strong customer service mindset and the ability to represent SMUD and Leidos professionally, accurately, and consistently in all interactions with customers, contractors, CCA clients, and internal stakeholders.

This role will work under the direction of the Customer Programs Support Lead and will help ensure that customer program tasks are completed accurately, on time, and in alignment with SMUD-approved procedures.

Core responsibilities

• 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.

Required qualifications

• 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

Preferred qualifications

• Experience with utility, energy, electrification, EV, energy efficiency, rebate, incentive, or public-sector programs.
• Experience with Salesforce or similar CRM/case management systems.
• Experience reviewing customer applications, eligibility documents, rebate claims, invoices, or supporting documentation.
• Experience supporting surveys, reminder campaigns, customer outreach, or reporting.
• Bilingual communication skills are a plus.

What this person needs to be good at

This person needs to be accurate, responsive, and steady. They do not need to be a utility expert on day one. They need to be able to learn program rules, follow templates, document actions clearly, and avoid sloppy processing mistakes.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.