Customer Service & Rebate Operations Supervisor

Resource-Innovations

Needham (MA)

On-site

USD 28,000 - 32,000

Full time

14 days+

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Benefits offered by this job

Paid vacation

Paid holidays

401(k) with employer match

Medical, dental and vision coverage

Parental leave

Employee assistance program

Commuter benefits

Job summary

Resource Innovations in Boston, MA is seeking a Customer Service and Rebate Processing Team Supervisor to lead our growing team. The role focuses on resolving escalated customer complaints while supporting other representatives in de-escalation efforts.

The ideal candidate has 2+ years in customer service, strong Microsoft Word/Excel skills, and a passion for sustainability. This on-site position offers a comprehensive benefits package and opportunities for professional growth.

Qualifications

High school diploma or equivalency.
2+ years of customer service / call center experience.
Proficiency in Microsoft Word and Excel.
Experience managing, coaching, and training others.
Interest in sustainability and making an environmental impact.

Responsibilities

Handle customer service calls and escalations to achieve immediate resolution.
Make outbound calls to follow up on escalated concerns.
Review payment reissue requests and address payment concerns.
Support investigation and resolution of client-escalated issues.
Assist and support reps with questions as needed.
Strive for first call resolution and encourage others to do the same.
Provide continuous improvement suggestions including call scripting changes.
Evaluate procedures and collaborate with internal teams to implement improvements.