Customer Relations Specialist - SEEL

Position Summary

The Client Relationship Specialist serves as the primary point of contact for customers participating in energy efficiency programs. This role focuses on building strong client relationships, guiding customers through program requirements, and ensuring a positive  end-to-end experience from enrollment through project completion. The position supports program goals by coordinating communication, resolving issues, and collaborating with internal and external stakeholders.

Key Responsibilities

Client Relationship Management
• Serve as a dedicated point of contact for residential, commercial, or industrial customers participating in energy efficiency programs
• Build and maintain positive relationships through proactive communication and timely follow-up
• Educate clients on program offerings, incentives, eligibility requirements, and next steps

Program Support & Coordination
• Guide clients through program enrollment, documentation, and participation requirements
• Coordinate with internal teams, contractors, energy advisors, and utility partners to support project progression
• Track client activity, milestones, and documentation in CRM or program management systems

Issue Resolution & Customer Support
• Address client questions, concerns, and escalations related to program participation
• Resolve issues related to applications, inspections, incentives, or timelines
• Ensure consistent, accurate communication aligned with program policies and guidelines

Reporting & Compliance
• Maintain accurate records of client interactions and program activity
• Support compliance with utility, regulatory, and program requirements
• Identify trends in client feedback and recommend process improvements

Required Qualifications

• Bachelor’s degree or equivalent experience in customer relations, program administration, or a related field
• 2+ years of experience in client services, account support, or customer relationship roles
• Strong communication and interpersonal skills
• Ability to manage multiple clients and priorities simultaneously
• Proficiency with CRM systems and Microsoft Office

Preferred Qualifications

• Experience in energy efficiency, utility programs, sustainability, or environmental services
• Familiarity with rebate or incentive-based programs
• Experience working with contractors, field staff, or technical advisors
• Knowledge of energy efficiency concepts or building systems (lighting, HVAC, insulation, etc.)

Core Competencies

• Client-focused mindset
• Problem-solving and issue resolution
• Attention to detail and documentation accuracy
• Cross-functional collaboration
• Time management and adaptability