Customer Service Manager

Resource Innovations is seeking a Customer Service Manager to join our growing team in Boston, MA. As a Customer Service Manager with Resource Innovations, you will lead the delivery functions of our Client Services Group which includes leading team to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies. The Customer Service Manager will play a highly visible role both internally and externally and will be responsible for developing short and long-term implementation plans and play key role in ensuring that we will continue to meet and exceed our client expectations. The Customer Service Manager must be able to manage multiple programs in a rapidly changing environment and deliver on all KPIs. This position requires excellent communication, planning, and people-management skills.

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.

Duties and Responsibilities

• Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities
• Ensures all processing queues meet 1 day processing expectations.
• Ensures all customer service queues meet 95% service level expectations.
• Coordinates overall processing between intake of applications, processing, batching, incentive fulfillment, and fulfillment follow up.
• Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps.
• Identifies and implements process improvements.
• Leads problem resolution activities, including working with colleagues and across teams
• Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets.
• Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs.
• Ensures technologies enhance and improve overall service offerings
• Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams.
• Supports and develops Project Analysts through leadership training, performance management, professional development.
• Assists with business development initiatives, including but not limited to, proposal content review, best and final preparation, and presentation.
• Responsible for Client Services delivery direct costs, overhead spend, recognition budgets, labor expenses.
• Other duties as assigned

Requirements

• 4+ years supervisory experience (can include management of direct reports, team goals, group delivery)
• 3+ years Project/Program Management experience
• 2+ years experience implementing/planning technology solutions to achieve efficiency within an organization
• 2+ years direct interface with clients (can be in a business development, program implementation or account management setting)
• Must be able to work 8-hour shifts between the hours of 8AM - 8PM EST.

Preferred Experience and Qualifications

• Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs)
• 2+ years experience with call center technologies (IVR, call routing, call tracking, WFO)
• 2+ years experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent)
• Proven experience establishing large scale culture initiatives
• Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients
• Direct knowledge of VBA
• PMP Certification

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations

Resource Innovations is a women-led organization offering software-enabled clean energy solutions for uti