Customer program administration
Efficiency rebates, demand response enrollments, solar interconnection requests and electric vehicle programs each have eligibility rules, application steps and incentive amounts that change by program year. The team updates those flows, forms and approval paths, retires expired program versions without losing history, and keeps program managers' reports aligned with what they file with regulators. Sample applications are run through each change before a program year opens.
Field service configuration upkeep
Work types, skills, service territories and scheduling policies need regular tuning as crews, contractors and equipment change. The team maintains that configuration, updates the mobile flows technicians use for meter, inspection or installation work, and investigates when scheduling results stop matching how dispatchers actually assign jobs. Contractor crews brought in for large projects get limited access and are removed when the work ends.
Key account and commercial support
Large commercial and industrial customers have account managers tracking service requests, new load, interconnection and contract renewals. The team maintains those account views, opportunity processes for new service or energy services offerings, and dashboards showing open requests by customer, so account managers can speak to a customer's full history in one place. Hierarchies are kept current as customers add sites or change ownership.
Emergency-ready case handling
Outage and storm periods bring surges of cases and callbacks. The team keeps storm-specific queues, templates and macros ready, tests them before the season, and can switch routing to an emergency configuration on request. Afterward it reverts those changes, reviews what failed under load and adds improvements to the backlog, so the next event starts from a better configuration than the last one did.