About the job
Resource Innovations is on the lookout for a Customer Service and Rebate Processing Manager to elevate our dynamic team. We seek an adept, people-focused leader with extensive expertise in customer service operations, rebate fulfillment, and large-scale program delivery. In this pivotal role, you will guide high-performing teams dedicated to providing outstanding customer experiences while ensuring prompt, precise, and compliant rebate processing across various utility programs.
As a women-led energy transformation firm, Resource Innovations is committed to making a significant impact. With a strong foundation in energy efficiency, we are constantly broadening our array of clean energy solutions to assist utilities in navigating complex challenges such as load flexibility, electrification, and carbon reduction. We are at the forefront of driving change in the energy sector.
Key Responsibilities
- Oversee comprehensive operations for rebate fulfillment and customer service delivery programs across multiple utility clients.
- Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment.
- Collaborate closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively executed across Client Services teams.
- Design, develop, maintain, and continually enhance departmental reports, dashboards, and operational tools.
- Establish, implement, and uphold quality assurance protocols to guarantee consistent service excellence.
- Ensure that production and call center performance meets both internal and external KPI targets; make necessary adjustments intraday, weekly, and monthly.
- Cultivate a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement.
- Supervise department safety compliance and timecard accuracy.
- Ensure employee and supervisor coaching, performance, and interaction metrics align with established KPIs.
- Utilize historical and real-time data to ensure suitable staffing levels across call queues and production workflows.
- Engage in cross-functional collaboration with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams.
- Lead problem resolution initiatives, collaborating across teams to address operational and client-facing challenges.
- Analyze staffing needs and attrition trends to meet departmental KPIs within budgetary constraints.
- Assist in business development efforts, including proposal reviews, best-and-final responses, and client presentations.