Rebate Processing - CC - Processing Specialist I

Franklin Energy•Portland, OR

About The Position

This position supports contract and rebate administration and provides customer service to customers and partners. The role reviews and processes rebate and program applications and related records, determines eligibility, resolves discrepancies, and provides program guidance through multiple communication channels. It uses company, client, and partner systems to process applications, maintain records, research issues, and document customer interactions. The position supports multiple programs and business sectors, adapts to changing priorities and seasonal demands, protects confidential customer information, and works with colleagues and business partners to meet service, quality, productivity, accuracy, customer experience, and KPI objectives. Schedules and shifts may vary based on program demands, cross-functional support requirements, and seasonal fluctuations.

Requirements

High school diploma, GED, or equivalent.
Strong customer service, communication, interpersonal, organizational, and time-management skills.
Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
Ability to identify, research, and resolve routine customer, application, and processing issues.
Proficiency in Microsoft Office applications and ability to learn and effectively use applicable business systems and databases.
Ability to communicate professionally and effectively with customers, trade allies, clients, and team members across multiple communication channels.
Ability to learn and apply program requirements, policies, and operational procedures.
Ability to work independently and collaboratively in a team-oriented environment.
Commitment to diversity, equity, inclusion, and respectful workplace practices.
Valid driver’s license.
Willingness to travel up to 5%.
Must reside in the state of Oregon.

Nice To Haves

Associate degree in business, communications, administration, or a related field.
1–3 years of experience in customer service, administrative support, office operations, transaction processing, program administration, or a related field.
Experience supporting customers or business partners through phone, email, chat, text, or other communication channels.

Responsibilities

Review, validate, and process rebate and program applications, supporting documentation, customer records, and related transactions according to program requirements, procedures, and quality standards.
Determine applicant eligibility, identify discrepancies or missing information, and coordinate resolution with customers, partners, and internal teams.
Provide customer support and program guidance to residential, small-business, multi-family, commercial, and trade ally participants through phone, email, chat, text, written correspondence, and other channels.
Explain program requirements, application processes, documentation needs, and application or rebate status updates to participants and stakeholders.
Use company, client, and partner systems to process applications, maintain records, research issues, and document customer interactions.
Support multiple programs, clients, and business sectors while adapting to changing priorities, operational demands, and seasonal fluctuations.
Maintain confidentiality and exercise sound judgment when handling customer and non-public personal information.
Participate in cross-training and maintain working knowledge of assigned programs, systems, and processes to support operational flexibility and business continuity.
Collaborate with team members and business partners to achieve service, quality, productivity, accuracy, customer experience, and KPI objectives.
Communicate performance trends, issues, status updates, and process-improvement opportunities to leadership.
Perform additional operational duties as assigned to meet business needs.