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Customer Service and Rebate Processing Team Supervisor

1 month ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Resource Innovations

Resource Innovations

Resource Innovations is a women-led energy transformation firm that provides clean energy services and software solutions for utilities and government agencies. They offer end-to-end software and services to improve customer engagement, boost operation...

Renewable Electricity
251-1K
Founded 2016
$82M raised
View All Jobs 29

Description

  • Manage daily staff activities to ensure same-day processing of rebate applications and first-call resolution for customer service inquiries.
  • Monitor customer service adherence goals and support client service-level expectations.
  • Review customer service calls, assess quality, and provide regular feedback to staff.
  • Coach staff toward daily processing and data entry goals.
  • Handle customer calls and escalations to resolve issues promptly.
  • Lead team-building efforts that help staff understand and meet key performance indicators.
  • Provide program-specific training and review policies and procedures with each representative.
  • Create and deliver plans to meet and exceed KPI targets.
  • Test customer service databases and workflows before program launches or changes.
  • Recommend process improvements and work with internal teams to implement updated procedures.

Requirements

  • High school diploma or equivalent is required.
  • 2+ years of customer service or call center experience is required.
  • Previous experience managing, coaching, and training others.
  • Proficiency in Microsoft Office, especially Microsoft Word and Excel.
  • Strong verbal and written communication skills.
  • Detail-oriented with strong memory and accuracy.
  • Excellent organizational, prioritization, and attention-to-detail skills.
  • Strong communication skills with clients and employees at all levels.
  • Self-motivated with exceptional follow-through.
  • Team-building skills are preferred.

Benefits

  • Competitive salary based on skills, experience, and qualifications.
  • Base pay of $18-$20/hour.
  • Eligibility for a discretionary annual bonus.
  • Three weeks of paid vacation annually.
  • Paid holidays.
  • 401(k) retirement plan with employer match.
  • Medical, dental, and vision coverage.
  • Parental leave.
  • Employee assistance program.
  • Commuter benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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