Customer Service and Rebate Processing Team Supervisor

Resource Innovations; Needham (MA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

three weeks of paid vacation annually

paid holidays

a 401(k) retirement plan with employer

medical coverage

dental coverage

vision coverage

parential leave

an employee assistance program

commuter benefits

additional supplemental offerings

Job summary

Resource Innovations in Boston, MA is seeking a Customer Service and Rebate Processing Team Supervisor to lead our escalating support operations. You will focus on resolving escalated customer complaints while coaching the front-line team to improve de-escalation and satisfaction.

As a supervisor with a strong background in escalation management, you will guide calls, review payment reissues, and collaborate with internal partners to drive continuous improvement and first-call resolution.

Qualifications

• High school diploma or equivalency is required.
• 2+ years of customer service or call center experience.
• Proficiency with Microsoft Word and Excel.
• Experience coaching, training, and leading others.
• Interest in sustainability and environmental impact.

Responsibilities

• Handle customer service calls and escalate issues for rapid resolution.
• Follow up on escalated customer concerns with outbound calls.
• Review payment reissue requests and resolve payment concerns.
• Support investigation and resolution of client escalations.
• Provide guidance to reps and encourage first-call resolution.
• Suggest process improvements and implement them with internal teams.

Skills

Customer service

Escalation management

Communication

Team leadership

Education

High school diploma or equivalency

Tools

Microsoft Word

Microsoft Excel

Job description

Resource Innovations is seeking a Customer Service and Rebate Processing Team Supervisor to join our growing team in Boston, MA. We are seeking a highly skilled and motivated Customer Service and Rebate Processing Team Supervisor with a strong background in escalation management to join our dynamic team. As a Customer Service Coordinator you will play a key role and focus on the resolution of escalated customer complaints, while also supporting the other representatives on de-escalation of customer issues.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Duties And Responsibilities

• Fields customer service calls and handles customer escalations to achieve immediateresolution.
• Handles outbound calling to follow up on escalated customer concerns.
• Reviews all payment reissue requests and follows up on payment concerns.
• Helps support investigation and resolution of concerns escalated by our clients.
• Supports representatives with their questions as needed.
• Strives for first call resolution and encourages all reps to do the same.
• Provides continuous improvement suggestions including but not limited to suggested adjustments in call scripting.
• Evaluates current procedures and work with internal teams to implement improvements.
• Other duties as assigned.

Requirements

• A high school diploma or equivalency is required.
• 2+ years previous Customer Service / Call Center experience required.
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Wordand Excel.
• Previous experience managing, coaching, and training others.
• Interest in sustainability and passionate about making a meaningful impact on the environment.

Preferred Skills, Education And Experience

• Detail oriented, sharp memory and accuracy skills.
• Superior organizational, prioritization, and attention-to-detail skills are required.
• Excellent verbal and written communications skills with clients and all levels of internalemployees.
• Self-motivation and exceptional follow-through skills are a must.
• Ability to work through difficult tasks in a professional manner.
• Strong verbal and written communication.
• Detail oriented, sharp memory and accuracy skills.

About Resource Innovations

Resource Innovations is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

Compensation & Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position. The compensation range for this position is $20 - $23 per hour. In addition to base pay, employees may be eligible for a discretionary annual bonus. The stated salary represents the expected compensation for this position. Final compensation will be determined based on factors such as the candidate's experience, education and location.

At Resource Innovations, we believe supporting our people is essential to delivering impact. We offer a comprehensive benefits package designed to promote health, financial security, and work-life balance. This includes the following:

• three weeks of paid vacation annually
• paid holidays
• a 401(k) retirement plan with employer match
• medical coverage
• dental coverage
• vision coverage
• parental leave
• an employee assistance program
• commuter benefits
• additional supplemental offerings

Employment with Resource Innovations is contingent upon the successful completion of a comprehensive background check and reference check. If applicable to the position, a pre-employment drug screen may also be required.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.