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.
Original Posting:June 18, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
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.
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- 2+ years experience in customer support, administrative support, program support, application or rebate processing, or claims review
- Experience communicating with customers via email, phone, chat, or other 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
- 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
- Demonstrated customer service mindset and professional communication to protect client brand
- Experience with utility, energy, electrification, EV, energy efficiency, rebate, incentive, or public-sector programs
- Experience reviewing customer applications, eligibility documents, rebate claims, invoices, or supporting documentation
- Experience supporting surveys, reminder campaigns, customer outreach, or reporting
- Bilingual communication skills
Leidos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Leidos and has not been reviewed or approved by Leidos.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple plan options, low office-visit copays in some plans, and access to mental health and wellness support tools. The availability of HSA/FSA options and employer contributions is positioned as a meaningful part of the total package.
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Retirement Support — Retirement benefits are framed as a strong component of total rewards, highlighted by a 401(k) match and immediate vesting in the standard package. The Employee Stock Purchase Plan is also presented as an additional long-term wealth-building feature.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle supports extend beyond core insurance, including wellness programs, fitness-related stipends, and assistance resources. Work flexibility and related perks are also included as part of the broader rewards experience.
Leidos Insights
What We Do
We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. OUR MISSION Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead.
