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 experience are preferred.

Licenses and Certifications

• Valid Driver's License at hire and WA Driver's License within 30 days of hire required.

Skills and Abilities
A fully skilled incumbent will have the following knowledge skills & abilities:

• Business Acumen: Understanding corporate functions and decision impacts.
• District Perspective: Ability to prioritize District-wide goals and objectives.
• Customer Focus: Knowledge of customer needs and commitment to service.
• Utility Services: In-depth understanding of utility services, including interconnection, application processes, rates, tariffs, practices, and regulatory compliance.
• Contract Development: Familiarity with the principles of contract development, negotiation, and management within utility or energy industries.
• Electricity and Electric Utility Standards: Fundamentals of electricity, electric utility construction standards, engineering, and design standards.
• Communication: Excellent verbal and written communication skills, proactively engaging with large customers to understand and address their needs.
• Team Alignment: Skill in breaking down silos and leading teams toward clear objectives.
• Collaboration: Ability to foster trust and navigate conflicts for shared goals.
• Talent Development: Competent in delegating, developing, and holding team members accountable.
• Results-Oriented: Ability to assess work scope, prioritize tasks, and deliver sustainable results.
• Organizational Skills: Strong attention to detail, managing multiple priorities, deadlines, and customer requests.
• Meeting Facilitation: Proficient in leading and facilitating meetings.
• Adaptability: Leading through change and uncertainty.
• Managerial Courage: Making tough decisions and holding difficult conversations.
• Operational Leadership: Aligning teams with District priorities while modeling continuous improvement.
• Relationship-building: Ability to managing large customer accounts and foster long-term partnerships.
• Results-Oriented: Assessing work scope, prioritizing tasks, and delivering sustainable results.
• Self-Sufficiency: Adapting to changing priorities, working independently with minimal supervision in a fast-paced environment.
• To perform this job successfully, an individual is required to have knowledge of customer information and relationship software; PeopleSoft Timekeeping/HR; Microsoft Outlook; Microsoft Excel; Microsoft Word; and Microsoft PowerPoint.
• Must be proficient in reading, writing and speaking English.

Background Screening
 

• Pursuant to the Payment Card Industry Data Security Standards (PCIDSS), Chelan County Public Utility District #1 conducts background screening of personnel granted rights to access customer credit or debit card holder data or the data environment.

Physical Demands
 

• Sitting - Regularly
• Standing - Occasionally
• Walking - Occasionally
• Lifting 1-10 lbs Floor-Waist - Occasionally
• Lifting 1-10 lbs Waist-Shoulders - Occasionally
• Lifting 1-10 lbs Above Shoulders - Occasionally
• Climb Stairs - Occasionally
• Twisting at Waist - Frequently
• Stooping/Bending - Occasionally
• Reach Floor to Waist - Occasionally
• Reach Waist to Shoulder - Occasionally
• Reach Above Shoulder - Occasionally
• Wrist/hand/fingers manipulation (keyboarding, mousing, etc.) - Regularly
• Hand Controls (joy stick, controls on equipment, etc.) - Regularly
• Repetitive Motions - Regularly
• Talking - Regularly
• Hearing - Regularly
• Visual - Near Acuity - Regularly
• Visual - Far Acuity - Occasionally
• Visual - Depth Perception - Occasionally
• Visual - Color Discrimination - Occasionally

Working Conditions
 

• Noise Intensity Level: - Moderate

District Values

• Safety - Protect public and employee health and safety
• Stewardship - Acting on behalf of customer-owners, protecting public resources entrusted to us
• Trustworthy - Competence, integrity, respect
• Operational Excellence - High-quality innovative work execution

About Chelan PUD

Connections working at Chelan PUD