Customer Service and Rebate Processing Supervisor

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: $40,026

Resource Innovations is seeking a Customer Service and Rebate Processing Supervisor to join our growing team. As a Customer Service and Rebate Processing Supervisor with Resource Innovations, you will play a key role and will focus on the development and implementation of efficient business processes and ensuring the team is fully trained and supported. We are seeking mission-driven and career-minded individuals with previous supervisory or developmental experience.

Resource Innovations is a women-led organization offering software-enabled clean energy solutions for utilities as well as commercial, industrial, and residential energy customers. Our experts design and implement a suite of leading-edge services to support the rapidly changing industry through the clean energy transition. We leverage diversity across our team to accelerate energy innovation and make clean and sustainable energy more available, accessible, and affordable.

Requirements

• A high school diploma or equivalency is required.
• 2+ years previous Customer Service / Call Center experience required.
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel.
• Previous experience managing, coaching, and training others.
• Team Building Skills
• Strong verbal and written communication skills.
• Detail oriented, sharp memory and accuracy skills are required.
• Superior organizational, prioritization, and attention-to-detail skills are required.
• Excellent verbal and written communications skills with clients and all levels of internal employees.
• Self-motivation and exceptional follow-through.

Responsibilities

• Daily management of staff activities to achieve same-day processing of all received rebate applications.
• First call resolution for customer service calls.
• Monitors and assesses customer service calls and provides staff with regular call quality-related feedback.
• Coaches staff to daily processing and data entry goals.
• Fields customer service calls and handles customer escalations to achieve immediate resolution.
• Engages in team building activities to help staff understand, embrace, and achieve key performance indicators.
• Provides program-specific training for supported programs, including review of policy/procedure training with each representative.
• Creates and delivers successful plans to meet and exceed KPIs.
• Tests all customer service databases and processes prior to program launches and changes.
• Provides continuous improvement suggestions.
• Evaluates current procedures and works with internal teams to implement improvements.
• Other duties as assigned.

Application Instructions

• (No specific application instructions were provided in the job description.)