Customer Service and Rebate Processing Team Supervisor

Resource Innovations is seeking a Customer Service and Rebate Processing Team Supervisor to join our growing team. As a Customer Service and Rebate Processing Team 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.

Duties and Responsibilities

• Responsible for the daily management of staff activities to achieve same day processing of all received rebate applications.
• Responsible for the daily management of staff customer service adherence goals to support client service levels.
• Oversees pre-batch activity management.
• Daily and weekly rebate application batch management
• Works directly with client to handle any needs, processing adjustments, additional assignments.
• Monitors and coaches staff to daily processing goals, data entry goals, customer service calls
• Fields customer service calls and handles customer escalations to achieve immediate resolution.
• Ensures all applications meet program and quality standards in preparation for batch.
• Creates and delivers successful plans to meet and exceed KPI’s.
• Engages in team building activities to help staff understand, embrace and achieve key performance indicators.
• Provides continuous improvement suggestions.
• Provides program specific training for supported programs, including review of policy/procedure training with each representative.
• Tests all databases and processes prior to program launches and changes.
• Evaluates current procedures and work with internal teams to implement improvements.
• Other duties as assigned.

Requirements

• A high school diploma or equivalency is required
• 2+ years previous Customer Service, Call Center or Chat experience required
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel
• Must be able to work 8 hour shifts between the hours of 8AM - 8PM EST.
• Previous experience managing, coaching and training others
• Previous experience building strong teams and team culture

Skills:

• Strong verbal and written communication
• Detail oriented, sharp memory and accuracy skills
• 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 skills are a must
• Ability to work through difficult tasks in a professional manner
• Strong verbal and written communication
• Detail oriented, sharp memory and accuracy skills

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 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. Learn more at resource-innovations.com.

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