Customer Service & Rebate Supervisor (Escalations)

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

Benefits offered by this job

Paid vacation

401(k) retirement plan

Health/dental/vision coverage

Job summary

Resource Innovations in Boston, MA seeks a Customer Service and Rebate Processing Team Supervisor to lead escalation management and support the customer service team.

You will oversee handling escalated issues, coach representatives, and drive process improvements while ensuring first-contact resolution and accurate rebate processing.

This role offers a competitive hourly rate, a discretionary bonus, and a comprehensive benefits package.

Qualifications

• Experience in customer service or call center environments.
• Proven ability to coach and train staff and manage escalations.
• Proficient in Word and Excel with strong communication skills.

Responsibilities

• Field customer service calls and manage escalations toward immediate resolution.
• Conduct outbound follow-ups on escalated concerns.
• Review payment reissue requests and address related issues.
• Support investigations and resolutions of client-escalated concerns.
• Assist teammates with questions and guidance when needed.
• Aim for first-call resolution and drive it across reps.
• Suggest process improvements including call scripting changes.
• Review procedures with internal teams and implement improvements.
• Perform other duties as assigned.

Skills

Customer service

Escalation mgmt

Team supervision

Coaching & training

Microsoft Word

Microsoft Excel

Communication skills

Education

High school diploma

Tools

Microsoft Office

Job description

Resource Innovations in Boston, MA seeks a Customer Service and Rebate Processing Team Supervisor to lead escalation management and support the customer service team.

You will oversee handling escalated issues, coach representatives, and drive process improvements while ensuring first-contact resolution and accurate rebate processing.

This role offers a competitive hourly rate, a discretionary bonus, and a comprehensive benefits package.