Program Support Specialist

Outreach/Sales Reno, Nevada


Company Summary

As a combined organization, Franklin Energy and AM Conservation Group is undertaking what is perhaps the central challenge of our times – to help drive the transition to net-zero carbon economies while ensuring that no working families, businesses, or local communities are left behind. To do that, we are the utility industry’s top provider of turn-key energy efficiency and grid optimization programs and products, all of which contribute to reducing carbon and waste and, at the same time, free-up resources for creating more innovation investment and jobs. With over 26 years in business, we have more than 1,300 experts across the United States, with warehouses on both coasts. The organization’s integrated in-house services provide deep personalization and insights, helping energy partners achieve their carbon-reduction and energy productivity goals. 

We believe the organization’s most “precious resources” are its people.  We pledge a relentless pursuit to embody a culture that acknowledges, recognizes, and infinitely seeks to understand the unique differences of its people.  We are committed to creating employee experiences that continually attract and embrace a multiracial, multicultural, and multigenerational workforce that promotes outstanding performance and mirrors our diverse partnerships, clients and communities we serve.

Position Summary

The Program Support Specialist is responsible for performing a variety of administrative, program support, and sales support functions for the organization.  In support of programs and sales, the Specialist is responsible for providing a high level of customer satisfaction while promoting participation, processing program enrollments, surveys, and helping to maintain program data. This position will also assist with addressing and resolving customer inquiries and complaints, entering replacement orders, and assisting with order entry as needed. Administration duties include being the first point of contact for the organization, in person or via telephone.  Such responsibilities include handling the flow of people through the business, filing, faxing, inbound/outbound calls, expense support, daily mail, data entry, and meeting coordination.  All work must be completed accurately, with high quality, and in a timely manner.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

  • Operate multi-line telephone system
  • Determine purpose of callers, route call to proper party, and log calls if necessary
  • Assist callers with general shipment or product information
  • Address, follow-up and resolve customer inquiries regarding products, shipments, program eligibility, and program enrollment
  • Establish positive working relationships with customers by ensuring a high level of customer service
  • Address customer complaints and enter replacement orders
  • Process mailer enrollments and installation surveys (BRCs), including scanning and uploading
  • Make outgoing calls to customers for taking surveys and promoting a program offering
  • Maintain, update, and add entries to the program databases or spreadsheets accurately
  • Coordinate with Program Managers to ensure proper organization of files, paperwork, and data entry
  • Review program documentation to ensure adherence to program rules and requirements
  • Administrative duties as needed including:
    • Greet, log & assist visitors
    • Order office supplies
    • Receive, open, sort & distribute incoming mail daily
    • Process USPS outgoing mail
    • Provide clerical & administrative support to the Finance Department
    • Receive and distribute all incoming facsimile
    • Schedule appointments, meetings, and events
    • Manage online and mail correspondence
    • Electronic and physical file management
  • All other duties assigned by management

Position Requirements

Education and Experience

  • High School diploma or equivalent required; College or Associates Degree preferred
  • Minimum 2-year experience in a related office administration and customer service role
  • High competency level with MS Office PowerPoint, Word, Excel, and Outlook

 Required Skills, Knowledge and Abilities

  • Strong customer service and communication skills
  • Excellent verbal and written communication skills
  • Ability to communicate and interact with individuals at all levels of the organization with a professional demeanor, both verbally and in writing
  • Handle a wide work variety and work in a fast-paced environment
  • Detail-oriented, organized, self-starter, and have an ability to prioritize workload
  • Good time management skills
  • Act as gatekeeper and escalate relevant information to leadership as needed
  • Treat confidential information with appropriate discretion
  • Strong data entry skills in entering information in tracking systems/databases
  • Committed to diversity and inclusion
  • Must have reliable transportation 

Licenses & Certifications

  • Valid driver’s license 

Travel Requirements

  • Willingness to travel up to 5%
Estimated Wage Range: $16.50-22.50+/Hour

Benefits Include:  Medical, Dental, Vision, 401(k), Paid Time Off (PTO), paid holidays, parental leave, and more!

Physical Demands and Work Environment

  • Required to sit, stand, walk; talk and hear; and ability to touch and handle tools and/or controls
  • Ability to lift up to 10 pounds
  • Noise Level is typically moderate
  • Employee could be exposed to fumes and/or airborne particles and risk of potential shock

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The above information describes the general duties and requirements necessary to perform the principle functions of the position. This shall not be construed as a detailed description of all the duties and requirements that may be necessary in this position.

An Equal Opportunity Employer