Customer Service and Rebate Processing Manager - Remote

Overview

Resource Innovations is seeking a Customer Service and Rebate Processing Manager to join our growing team in Boston, MA. As a Customer Service and Rebate Processing Manager with Resource Innovations, you will lead the delivery functions of our Client Services Group which includes team management to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies. The Customer Service and Rebate Processing Manager will play a highly visible role both internally and externally and will be responsible for developing short and long-term implementation plans and play key role in ensuring that we will continue to meet and exceed our client expectations. The Customer Service and Rebate Processing Manager must be able to manage multiple programs in a rapidly changing environment and deliver on all KPIs. This position requires excellent communication, planning, and people-management skills.

In Short

• 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

Requirements

• 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

Benefits

• Opportunity to lead a dynamic team
• Engagement in impactful energy transformation projects
• Professional development opportunities