Customer Service Manager

Resource Innovations is seeking a Customer Service and Processing Manager to join our growing team in the Salt Lake City, Utah Location. As a Customer Service and Processing Manager with Resource Innovations, the successful candidate will have 1-3 years of supervisory ore developmental experience and will be focused on the development and follow through of business processes with a team of professionals in the Client Services group and ensuring their understanding of the processes.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change.

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 (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origi