Manager, Customer Service and Rebate Processing

Resource Innovations is a women-led energy transformation firm focused on impact. They are seeking a Manager, Customer Service and Rebate Processing to lead high-performing teams responsible for delivering exceptional customer experiences and ensuring timely rebate processing across multiple utility programs.

Responsibilities:

• Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients
• Directly supervise a team of 4-6 Program Managers and indirectly manage a workforce of 50-60 employees in a fast-paced, time-sensitive environment
• Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams
• Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools
• Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence
• Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed
• Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement
• Oversee department safety compliance and timecard accuracy
• Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs
• Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows
• Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams
• Lead problem resolution efforts, working across teams to address operational and client-facing challenges
• Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints
• Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations

Requirements:

• 7+ years of team management and supervisory experience, including direct reports and delivery of team-based goals
• 4+ years of client management experience (e.g., business development, program implementation, or account management)
• 3+ years of experience planning or implementing technology solutions to improve operational efficiency
• Intermediate to advanced Microsoft Excel skills (Pivot Tables, Lookups, Index/Match, charts, and graphs)
• 2+ years of experience with call center technologies (IVR, call routing, call tracking, workforce optimization)
• 2+ years of experience with processing or fulfillment technologies (Oracle, iEnergy, or similar platforms)
• Proven experience leading large-scale culture and engagement initiatives
• Proven ability to establish performance measurement frameworks that support service expansion and new client acquisition
• PMP certification preferred