Utilities Customer Programs Specialist

Job Description:

Utilities Customer Programs Specialist

Description

Job Summary:

The Utilities Customer Programs Specialist supports the development, implementation, and administration of utility customer programs, including customer service programs and energy and water efficiency, demand response, and distributed energy resource programs for residential and commercial customers. This is a customer-facing role requiring strong collaboration across customer divisions and program development teams. Serves as a liaison and advocate for all utility customers by providing program engagement, reporting, analytics, and customer service. Provides support for commercial and key account needs as assigned, coordinates solutions to customer concerns, and represents utility interests with internal departments, external partners, and community stakeholders.

The salary range for this position is $67,978.56 - $91,771.06 annually with a hiring range of $67,978.56 - $79,874.81, depending on qualifications and experience. This opportunity will be available to applicants until Thursday, June 4, 2026 at 12:00 P.M. M.S.T.

A current resume is required, and a cover letter is preferred.

Do you enjoy helping customers understand complex information in a clear, supportive way? Are you energized by solving problems, building relationships, and connecting people with the programs and services they need? The City of Loveland Utilities is seeking a Customer Programs Specialist who will serve as a trusted guide for our customers.

In this role, you will bridge the gap between technical utility programs and real customer experiences - helping businesses and residents navigate efficiency programs, demand response, distributed energy resources, billing and rate questions, and customer-facing tools. You'll collaborate closely with technical teams, external partners, and internal stakeholders while providing customer-centered insights that shape how programs are delivered.

If you're passionate about customer service, enjoy working with both people and data, and thrive in a role where every day brings a new challenge, this position offers a meaningful opportunity to support Loveland's utility community.

Apply today to join more than 800 employees who work to meet the core values of:

• Accountability & Integrity
• Transparency & Honoring the Public Trust
• Collaboration, Innovation
• Safety
• Excellent Service with Courtesy and Kindness.

Please view our video Working at Loveland to learn more about our exceptional Loveland community and the benefits of working for the City.

Essential Functions:

• Commercial Customer Program Support
  • Serve as a point of contact for commercial customers, assisting with program participation and resolving inquiries.
  • Support key and managed accounts as assigned, following APPA Key Accounts best-practice principles to ensure consistent communication and relationship support.
  • Provide program updates, outage coordination, and assist with preparing bill impact information in coordination with Utilities Accounting.
  • Support program enrollment and documentation intake for commercial customers.
  • Provide customer-experience insight related to program processes, billing impacts, and service workflows.
• Customer Account Support
  • Serve as a point of contact for commercial and residential customers, ensuring positive relationships and timely resolution of concerns.
  • Assist with outage communications and provide emergency communications support for Key Accounts when required.
• Program Analytics & Reporting
  • Track participation and performance for residential, commercial and managed account programs.
  • Maintain reporting and performance metrics for assigned programs.
  • Summarize program impacts using data and assumptions provided by technical staff.
  • Prepare and present reports for management, boards, commissions, and City Council using existing templates.
• Customer & Community Engagement
  • Educate customers on programs and services through meetings, workshops, and outreach in partnership with the Department of Communication & Engagement.
  • Represent customer interests in internal discussions and promote positive public relations.
  • Coordinate outreach with City departments and external agencies.
  • Participate in stakeholder groups and serve as a resource on commercial and residential program information and customer questions.
• Continuous Improvement & Technology
  • Participate in improving policies, processes, and customer experience.
  • Support implementation of customer-facing technology tools, including systems using advanced metering data.
  • Provide input on CIS/CRM workflows and customer-facing processes to enhance service delivery.

Other Job Functions:

• Program Engagement & Support
  • Collaborate with Platte River Power Authority (PRPA) and internal/external subject matter experts to support development, implementation, and promotion of customer programs, including efficiency, demand response, and distributed energy resource initiatives.
  • Provide input on program design based on customer feedback, data analysis, and industry trends; ensuring clear communication and effective outreach.
  • Support contract coordination and vendor interactions to ensure compliance and effective program delivery.
  • Assist with preparation and distribution of utility plans and policies such as the Water Conservation Plan and Drought Response Plan.
  • Maintain current knowledge of industry practices through training and networking.
  • Perform special projects and other duties as assigned.

Job Level and Management Expectations:

• There are no supervisor/manager expectations for this role.

Qualifications:

Education:

• Required: 4 Year/Bachelors Degree in Business, Public Administration, Sustainability, Environmental Science, Communications, or a related field.

Experience:

• Required: 2 Years Customer-facing experience in a utility, government, non-profit or commercial environment, including work involving customer support, program coordination, or similar responsibilities.
• Required: 2 Years e xperience preparing professional reports or summaries for internal or external audiences.
• Preferred: Experience supporting commercial customers or key/managed accounts.
• Preferred: Experience with utility customer programs such as efficiency, demand response, DERs, or billing/payment programs.
• Preferred: Experience with data tracking, reporting tools, or customer engagement activities.

An equivalent combination of education and or experience may substitute for education requirements on a year for year basis.

Certifications:

• Valid driver's license required.
• Customer Service certification, such as APPA Key Account Certification, desired.

Knowledge, Skills, and Abilities:

• Knowledge of energy and water efficiency practices, demand-side management, and distributed energy resource concepts.
• Knowledge of Federal, State and local government operations, rules and regulations.
• Understanding of water and electric utility operations, billing, and rate structures.
• Knowledge of APPA Key Accounts Management principles and standards.
• Ability to handle difficult or sensitive customer situations with patience, professionalism, and good judgment.
• Strong written and verbal communication skills, with ability to present technical or complex information clearly.
• Ability to analyze qualitative and quantitative data, identify trends, and apply critical thinking to support program decisions.
• Proficiency with software applications and customer systems; ability to demonstrate intermediate Excel skills.
• Ability to build effective working relationships, foster teamwork, and collaborate across departments and with external partners.
• Ability to manage politically sensitive, high-visibility, or stressful situations in both private and public forums.

Physical Demands and Working Conditions:

• Frequent: Minimal physical effort typically found in clerical work. Primarily sedentary, may occasionally lift and carry light objects. Walking and/or standing as needed and minimal.
• Frequent: Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.

Working Environment:

• Frequent: Exposure to routine office noise and equipment.
• Frequent: Exposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.
• Occasional: Exposure to hazards that are predictable or well protected against.
• Occasional: Exposure to marginal to moderate conditions that are unpredictable and may lead to injury.
• Occasional: Exposure to heat and noise along with working outside in the elements.

Additional Working Demands / Conditions:

Occasional weekend and evening availability from time to time for special events and outage response.

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation.Learn more about your right to work. Visit E-Verify.gov for more information.

Hybrid Remote Work Eligibility

This position may be eligible for up to two days per week working remotely. Probationary employees (within the first six months of employment) may not be eligible. Subject to change based on business needs and performance expectations.

Employment offers will be conditional on the successful completion of a driving record and criminal history background check.