Customer Service and Rebate Processing Team Supervisor

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

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 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

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 

Benefits

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 origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

Compensation & Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position.  The compensation range for the base salary for this position is $18-$20K/hour. In addition to base pay, employees may be eligible for a discretionary annual bonus.  The stated salary represents the expected compensation for this position. Final compensation will be determined based on factors such as the candidate's experience, education and location. 

At Resource Innovations, we believe supporting our people is essential to delivering impact. We offer a comprehensive benefits package designed to promote health, financial security, and work-life balance. This includes three weeks of paid vacation annually, paid holidays, a 401(k) retirement plan with employer match, medical, dental and vision coverage, parental leave, an employee assistance program, commuter benefits, and additional supplemental offerings.

Employment with Resource Innovations is contingent upon the successful completion of a comprehensive background check and reference check. If applicable to the position, a pre-employment drug screen may also be required.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.