Customer Service and Rebate Processing Team Supervisor
About The Position
Resource Innovations is seeking a Customer Service and Rebate Processing Team Supervisor to join our growing team in Boston, MA. We are seeking a highly skilled and motivated Customer Service and Rebate Processing Team Supervisor with a strong background in escalation management to join our dynamic team. As an/a Customer Service Coordinator you will play a key role and focus on the resolution of escalated customer complaints, while also supporting the other representatives on de-escalation of customer issues. 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.
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.
Nice To Haves
- 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.
- Ability to work through difficult tasks in a professional manner.
- Strong verbal and written communication.
- Detail oriented, sharp memory and accuracy skills.
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.
Benefits
- 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
- additional supplemental offerings
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
