Customer Service & Rebate Processing Team Lead

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

Job summary

Resource Innovations in Boston, MA is seeking a Customer Service and Rebate Processing Team Supervisor to lead a growing team. You will manage escalated customer issues, oversee rebate processing, and support representatives to resolve concerns efficiently.

Ideal candidates have a high school diploma, 2+ years in customer service or call center roles, and proficiency with Word and Excel. Experience coaching others and a passion for sustainability are highly valued.

Qualifications

• 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 Word and Excel.
• Previous experience managing, coaching, and training others.
• Interest in sustainability and passionate about making a meaningful impact on the environment.

Responsibilities

• Fields customer service calls and handles customer escalations to achieve immediate resolution.
• 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.

Skills

Escalation management

Coaching

Customer service

Communication

Detail oriented

Organizational skills

Follow-through

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Resource Innovations in Boston, MA is seeking a Customer Service and Rebate Processing Team Supervisor to lead a growing team. You will manage escalated customer issues, oversee rebate processing, and support representatives to resolve concerns efficiently.

Ideal candidates have a high school diploma, 2+ years in customer service or call center roles, and proficiency with Word and Excel. Experience coaching others and a passion for sustainability are highly valued.