Customer Service and Rebate Processing Supervisor

Resource Innovations is a women-led energy transformation firm focused on impact, and they are seeking a Customer Service and Rebate Processing Supervisor to join their growing team. The role involves developing efficient business processes, training teams, and ensuring customer service and rebate processing goals are met 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