Customer Service and Rebate Processing Supervisor

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. They are seeking a Customer Service and Rebate Processing Supervisor to manage staff activities, ensure efficient processing of rebate applications, and support customer service teams in a fast-paced environment.

Responsibilities:

• Manage daily staff activities to ensure same-day processing of all received rebate applications and first-call resolution for customer service inquiries
• Oversee daily customer service adherence and performance goals to meet and support client service-level agreements
• Monitor and evaluate customer service calls, providing regular coaching and quality feedback to team members
• Coach staff toward daily processing, accuracy, and data-entry goals
• Handle customer escalations and complex inquiries to drive timely and effective resolution
• Engage in team-building activities that reinforce understanding and achievement of key performance indicators (KPIs)
• Deliver program-specific training, including policy and procedure reviews, for supported programs
• Develop and execute action plans to meet and exceed established KPIs
• Test customer service systems, databases, and processes prior to program launches or changes
• Identify and recommend continuous improvement opportunities to enhance efficiency and service quality
• Evaluate existing procedures and collaborate with internal teams to implement process improvements
• Perform other duties as assigned

Requirements:

• High school diploma or equivalent required
• 2+ years of customer service or call center experience required
• Demonstrated proficiency in Microsoft Office, particularly Word and Excel
• Previous experience managing, coaching, or training team members
• Proven ability to support team development and engagement
• Strong verbal and written communication skills
• High attention to detail with excellent accuracy and recall
• Exceptional organizational and prioritization abilities
• Ability to communicate effectively with clients and employees at all levels of the organization
• Self-motivated with strong follow-through and accountability