Rebate Application Processing Supervisor

Guidehouse•San Antonio, TX

6h•Onsite

About The Position

Guidehouse is a leading management consulting firm serving the public and commercial markets. We guide our clients forward towards new futures that build trust in society and your professional skills along the journey. Join us at Guidehouse. Our dedicated team delivers an exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through the State of Georgia’s Home Energy Rebates Program for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants (residents/consumers and contractors) and other program partners. The Contact Center Supervisor position will be 100% onsite, Monday through Friday based out of our San Antonio office. No remote work. Shift for this position between the hours of 8:00 AM - 5:00 PM CST.

Requirements

Experience managing a team of at least two
Requires a university degree and 5 years of prior relevant experience. (Relevant experience of 9 years may be substituted for formal education or advanced degree)
Relevant experience coming from a grants management program, professional business services or an outsourcing company.
PC skills in a Windows environment.
Knowledge and utilization of desktop applications.
Ability to initiate and follow through on projects and work independently.
Working knowledge can be of the following: grants management program experience, application review and processing, customer-service related responsibilities.
Strong written and verbal communication skills.
Ability to review, interpret, and make actionable recommendations based off data and analytics

Nice To Haves

2+ year experience working in a Grants Management, Energy-related program or Customer Service setting.
CRM experience

Responsibilities

Provide daily workload management and supervision for Rebate Application Specialists
Perform QA reviews of team performance on an ongoing basis
Conduct weekly team meetings to ensure the ongoing understanding of client and company priorities and expectations
Ensure specialist and project compliance as well as adherence to company/client standards and communicate issues of non-compliance to Operations Manager
Monitor specialist performance to ensure they meet or exceed established productivity, process, and compliance goals
Monitor specialists’ attendance and punctuality
Support on-going professional development and continuous improvement for specialists, including development of and updates to program resources and providing individual coaching, feedback, and monthly performance reviews
Conduct disciplinary counseling including performance improvement plans as required
Complete annual evaluation of staff
Review, analyze, and report metrics to understand call volume, call disposition, average handle time, etc. and recommend enhancements to metrics as needed
Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client
Perform other duties, tasks, and special projects as assigned including but not limited to: Providing back-up support to Specialists
Works with management in developing new policies and procedures
Promote teamwork and a positive work environment
Possible travel

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program