Leidos is an innovation company rapidly addressing the world’s most vexing challenges in national security and health.
Customer Programs Support Specialist
Location
California
Posted
3 days ago
Salary
$52K - $94K / year
Seniority
Mid Level
Job Description
Customer Programs Support Specialist
Leidos
• 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.
Job Requirements
- 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.
Benefits
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
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