Customer Service Specialist

Senior Product Services CoordinatorJoin SMUD as we advance our sustainability goals and expand clean energy solutions that benefit the communities we serve. SMUD's Distributed Energy Solutions team is seeking a Senior Product Services Coordinator for Residential Building Electrification to play a vital role in leading programs that accelerate the adoption of electric heat pumps and other home electrification technologies, supporting our mission to create a cleaner, more sustainable energy future. In this senior-level role, you will lead suite-wide program implementation, performance management, and budget coordination while helping optimize customer pathways across a growing portfolio of residential electrification offers. This position directly supports SMUD's strategic priorities by balancing customer adoption, load impacts, electrification, equity, customer loyalty, and overall program value to deliver meaningful outcomes for both customers and the organization.We are seeking a strong program leader with excellent people skills who can build trusted relationships, work effectively across cross-functional teams, and collaborate successfully with contractors, implementers, vendors, and community partners. The ideal candidate will combine strategic thinking, operational leadership, and customer focus to improve program design, expand outreach and participation, guide new product and technology enhancements, and ensure high-quality, consistent program delivery.Purpose: Performs implementation and management of multiple, complex programs and processes, which may include contract development and administration, technical and marketing expertise, supervision, as well as coordination and interface with customers, vendors, contractors, and other market actors for SMUD customer programs and services.Nature and Scope: This is the senior level within the Product Services Coordinator class series. This class is distinguished from the journey level Product Service Coordinator by the higher level of complexity, difficulty and level of tasks assigned, broader decision-making authority, advanced technical knowledge required, short and long-term planning responsibility, supervision and major project management responsibility.Duties and Responsibilities: Develops and executes implementation plans and goals for multiple products and services including energy efficiency, low-income, customer service, solar, electric vehicle, load management and/or fee-based products and services; develops program implementation policies and procedures for contractors and staff; establishes new and/or manages existing business processes to support product and/or service business functions within identified standards. Establishes program and/or service budgets and relevant program performance metrics; monitors and prepares product or service performance reports; prepares monthly and quarterly budget reports with summaries of variances and forecasted budget and metrics. Develops and executes marketing plans for products and services including advertising and communications strategies and tactics; formulates a marketing forecast; coordinates and approves development of product and/or service marketing materials. Provides effective customer service and promotes internal/external partner relations to ensure customer satisfaction; represents SMUD as a point-of-contact for rebate and direct-install programs by handling customer inquiries and complaints; interacts with contractors, dealers/distributors, vendors and SMUD staff to resolve customer issues and/or solve potential or real program problems; coordinates with local and state government agencies for exchange of information and compliance with policy and government regulations. Provides technical support services by researching and sustaining knowledge, as applicable, of current energy techniques, systems and equipment related to energy efficiency programs; prepares and disseminates information on energy efficient systems, equipment and materials, low-income product and services, customer service offerings, solar, electric vehicle, load management and/or fee-based products and services; reviews and updates SMUD specifications related to materials and installation requirements; reviews contractor submittals and contract terms for technical accuracy and code compliance; provides technical training to contractors, dealers, vendors and SMUD staff. Observes all SMUD safety procedures and practices by attending assigned safety classes; conducts all business and dealings in a safe manner; ensures that SMUD and governmental safety regulations are implemented in all assigned energy efficiency, low-income, customer service, solar, electric vehicle, load management and/or fee-based products and services and related operations and documentation. Coordinates daily program operations and the delivery of products or services to the customer; administers service contracts and agreements to support programs; oversees fulfillment of orders for products and/or services; maintains control of equipment and supplies; ensures product and/or service quality control. Solicits, negotiates, and manages contracts for delivery of services and program and compliance with program requirements; develops contractor participation and installation standards as applicable; monitors and establishes contractor compliance status based on performance, customer and staff input. Assists in administering the department budget by participating in planning, monitoring and revising schedules, work plans, expenditures and assignments. Plans, coordinates, directs, monitors, and guides the work activities of subordinate staff to meet established task objectives and deadlines for assigned programs; performs hiring, performance management, and general supervisory duties. Performs related duties as required.Required Education: High school diploma or equivalent. A Bachelor's degree from an accredited college or university with major course work in a related field is desirable.Required Experience Qualifications: Seven (7+) or more years of progressively responsible relevant experience that includes managing and implementing customer/consumer programs; marketing, coordinating cooperative efforts between various stakeholders, such as internal groups, customer segments and contractors; evaluating and resolving policy and technical issues; making presentations to customers, management and various agencies; and performing business administration and cost control practices and procedures. A Bachelor's degree in a related field is considered equivalent to two (2) years of experience. An advanced degree in a related field is considered equivalent to an additional year of experience.Knowledge Of: Operational characteristics, services, financial and administrative functions, and activities of customer/consumer product and services programs; principles of mechanical and electrical processes related to HVAC, lighting, motors, refrigeration, solar equipment, electric vehicles, demand response equipment, energy management and control systems, and manufacturing processes as applicable; techniques and practices for cost benefit analyses; methods and techniques of contract negotiation and administration; procedures and practices for overseeing contractors/consultants work activities; principles and practices of program and project development, management and best practices; standard organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs; principles of supervision and training; basic principles and practices of budget preparation and administration; methods and techniques used in customer service and public relations; pertinent federal, state, and local laws, codes, and regulations; office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases; English usage, spelling, grammar, and punctuation.Skills: To participate in planning, organizing, directing, coordinating, and evaluating assigned programs, projects, events, or technical area; respond to and resolve customer issues, concerns and needs; perform responsible and difficult programmatic and administrative duties involving the use of independent judgment and personal initiative; participate in the development and administration of program goals, objectives and procedures; learn and understand the organization and operation of SMUD, assigned program, and of outside agencies as necessary to assume assigned responsibilities; understand, interpret, and apply administrative and departmental policies and procedures as well as pertinent federal, state, and local laws, codes, and regulations; organize and prioritize timelines and project schedules in an effective and timely manner; analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals; plan, schedule, and review the work and performance of employees and contractors; participate in the preparation and administration of budgets; operate and use office equipment including a computer and various software packages; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally.Desirable Qualifications: Master's degree in a related field such as business, public administration, engineering, energy policy, marketing, or a similar discipline. Ten (10) years of experience managing residential building electrification, energy efficiency, or decarbonization programs, with a proven track record of integrating customer software platforms and digital engagement tools. Familiarity with heat pump technologies, load management, and other home electrification solutions. Proven ability to lead cross-functional teams, coordinate with contractors, manage complex program portfolios, and oversee customer engagement strategies. Proficient in data analysis and reporting, with the ability to utilize software tools such as Excel and PowerBI to track, analyze, and report on program performance. Demonstrated ability to manage multiple projects or initiatives simultaneously, consistently meeting deadlines. Demonstrated experience negotiating, developing, and managing contracts or agreements related to program operations. Demonstrated experience developing and managing marketing campaigns to promote energy related solutions and drive customer participation.Physical Requirements: Applicants must be able to perform the essential job functions with or without a reasonable accommodation.SMUD - Who We Are: As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers. Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.Our Commitment to Diversity & Inclusion: SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together.Why Sacramento, California? The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest