Customer Service and Rebate Processing Team Supervisor

Resource Innovations is a women-led energy transformation firm focused on energy efficiency and clean energy solutions. The Customer Service and Rebate Processing Team Supervisor handles escalated customer complaints, payment concerns, and client issues while supporting, coaching, and improving the performance of customer service representatives.

Responsibilities:

• Fields customer service calls and handles customer escalations to achieve immediate resolution
• Handles outbound calling to follow up on escalated customer concerns
• Reviews all payment reissue requests and follows up on payment concerns
• Helps support investigation and resolution of concerns escalated by our clients
• Supports representatives with their questions as needed
• Strives for first call resolution and encourages all reps to do the same
• Provides continuous improvement suggestions including but not limited to suggested adjustments in call scripting
• 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
• Interest in sustainability and passionate about making a meaningful impact on the environment
• Superior organizational, prioritization, and attention-to-detail skills are required
• Excellent verbal and written communications skills with clients and all levels of internal employees
• Detail oriented, sharp memory and accuracy skills
• Self-motivation and exceptional follow-through skills are a must
• Ability to work through difficult tasks in a professional manner
• Strong verbal and written communication