Customer Service & Rebate Processing Team Lead

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 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.