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Chelan County PUD Program Manager, Large Retail Services in Wenatchee, Washington

Overview The Large Retail Service Program Manager serves as the primary contact for our largest existing and potential customers (over 5 MW), ensuring exceptional service and fostering strong relationships. This role involves customer engagement in areas such as service applications, rate inquiries, policy interpretation, outage response, and general support. The Program Manager acts as an advocate for customers, addressing their needs and facilitating effective communication and collaboration across internal departments. Responsibilities

  • Customer Relationship Management: Build and maintain strong relationships with existing and potential large customers. Serve as a trusted advisor and primary contact for service inquiries and requests. Engage proactively to understand customer needs, preferences, and expectations, identifying opportunities to enhance satisfaction. Advocate for customers within the utility, ensuring prompt resolution of issues or conflicts.
  • Application for Service: Guide large customers through the interconnection and application process for new, expanded, or modified service connections across all utilities. Assist with paperwork, requirements, contracts, and regulatory compliance. Collaborate with internal departments, including engineering, permitting, and operations, to expedite processing and ensure timely project execution.
  • Rate, Policy, Contract Support: Assist customers in understanding utility rates, tariffs, billing, and contracting processes. Address inquiries and provide guidance on service options, energy efficiency programs, and cost-saving opportunities. Interpret utility policies and clarify requirements, eligibility, and workflows to support compliance and informed decision-making. Facilitate contract development in collaboration with cross-functional teams with differing objectives.
  • General Customer Service: Address general inquiries, concerns, and feedback from large load customers with a focus on responsiveness, professionalism, and excellence in customer service. Collaborate with cross-functional teams to implement process improvements, service enhancements, and proactive communication strategies. Lead or coordinate special projects, represent customer utilities in product and service development, and assist with economic development opportunities.
  • Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).
  • As an essential function, drive a motorized vehicle while conducting business on behalf of the District.

Reports To Director - Customer Service & Stakeholder Outreach Overtime exemption Exempt Qualifications Education Equivalent experience (year for year) may substitute for required education.

  • Bachelor's Degree Business Administration, Marketing, Public Relations, Energy Management, Engineering or a related field is required.
  • Equivalent experience (year for year) may substitute for required education.

Experience

5+ years of experience in customer service, account management, or a related field, with a focus on large commercial or industrial customers. Relevant experience should include Customer Service, Account Management, Analytics, Finance, or Business-to-Business sales or marketing within the energy services, energy engineering, energy management, or utility industries, or other closely related experience is required.

Applicants with utility experi

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