Customer Service and Rebate Processing Team Supervisor

Resource Innovations is a women-led organization offering software-enabled clean energy solutions. They are seeking a Customer Service and Rebate Processing Supervisor to manage staff activities, ensure efficient business processes, and provide training and support to the team.

Responsibilities:

• Responsible for the daily management of staff activities to achieve same day processing of all received rebate applications and first call resolution for customer service calls
• Responsible for the daily management of staff customer service adherence goals to support client service levels
• 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 KPI’s
• Tests all customer service databases and processes prior to program launches and changes
• Provides continuous improvement suggestions
• 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 experience required
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel
• Previous experience managing, coaching, and training others
• Team Building
• 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