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Manager, Customer Service and Rebate Processing
Posted 9 days agoViewed
💎 Seniority level: Manager, 4+ years
📍 Location: United States
🔍 Industry: Energy transformation
🏢 Company: Resource Innovations👥 251-500Information ServicesConsultingEnvironmental ConsultingInformation TechnologyEnergy
🗣️ Languages: English
⏳ Experience: 4+ years
Requirements:
- 4+ years supervisory experience (can include management of direct reports, team goals, group delivery)
- 3+ years Project/Program Management experience
- 2+ years of experience implementing/planning technology solutions to achieve efficiency within an organization
- 2+ years direct interface with clients (can be in a business development, program implementation or account management setting)
- Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs)
- 2+ years of experience with call center technologies (IVR, call routing, call tracking, WFO)
- 2+ years of experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent)
- Proven experience establishing large scale culture initiatives
- Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients
Responsibilities:
- Manages a team of 5-8 customer service and processing agents and 2 coordinators
- Responsible for tracking of KPIs of team members
- Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities
- Ensures all processing queues meet 1 day processing and 95% service level expectations
- Coordinates overall processing between intake of applications, processing, batching, incentive fulfillment, and fulfillment follow up
- Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps
- Leads problem resolution activities, including working with colleagues and across teams
- Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets
- Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs
- Ensures technologies enhance and improve overall service offerings
- Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams
- Supports and develops Project Analysts through leadership training, performance management, professional development
- Assists with business development initiatives, including but not limited to, proposal content review, best and final preparation, and presentation
- Responsible for Client Services delivery direct costs, overhead spend, recognition budgets, labor expenses
- Other duties as assigned
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