Customer Program Associate

Job Summary

The Customer Program Associate supports the development and implementation of comprehensive engagement strategies and activities to support the company’s natural gas energy efficiency goals. This role will support the residential and business programs and will involve close collaboration with internal and external teams to ensure program success including goals, budget and customer satisfaction. The Customer Program Associate brings a high level of professionalism, exceptional communication skills, and strong organizational abilities, with a proven talent for managing details and driving successful outcomes.

Successful candidates will embrace the opportunity to learn on the job, develop expertise in energy efficiency programs, and contribute to meaningful work that supports a clean energy future.

Job Responsibilities

• Support the planning, coordination, and execution of customer energy efficiency programs and related initiatives, including support for multiple program offerings and customer engagement activities
• Lead the Trade Ally (program partner contractors) development effort, with a focus on strengthening and expanding the network of participating contractors
• Build, maintain and enhance relationships with customers, trade allies, implementation contractors, and utility stakeholders to ensure successful program delivery and a positive customer experience
• Conduct field visits, customer site visits, trade ally meetings to gain firsthand insight into program delivery, customer interactions, and operational challenges
• Support outreach efforts to customers and trade allies to promote program participation and engagement
• Identify opportunities for program improvements and support implementation efforts
• Support the development, tracking and reporting of program metrics
• Lead daily customer experience support for assigned programs and initiatives, including management of customer inquiries and issue resolution
• Plan and implement customer satisfaction surveys and reports
• Assists with departmental ad hoc projects as needed

Minimum Qualifications

• Bachelors degree required. Preferred majors: Business Administration, Marketing, Engineering, Public Policy, Social Sciences, or related discipline
• Entry level with some relevant experience preferred 

Preferred Qualifications

• Experience in program coordination, project management, customer-facing operations, account management, energy efficiency, utilities, or a related field
• Strong project management, analysis, decision making and problem-solving skills
• Knowledge of or interest in learning the utility and energy efficiency industries. Experience supporting program implementation, operations, customer engagement, or project coordination is preferred
• Excellent interpersonal and communication skills (both written and verbal)
• Experience working with customers, contractors, vendors, external partners, or other stakeholders in a customer service, program support, project coordination, or business operations capacity
• Demonstrated ability to build and maintain productive relationships with customers, contractors, trade allies, and internal team members
• Excellent organizational skills with the ability to prioritize, pay attention to detail and manage multiple tasks
• Proficient in standard office software (MS PowerPoint, Word, Outlook, Excel, etc.)
• Ability to analyze information, identify trends and opportunities, and make recommendations to improve program performance and customer experience
• Demonstrated ability to learn new industries, programs, processes, and technologies quickly