Escalations-Driven Customer Service Team Lead

Resource Innovations; Boston, Northern (MA, KY); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Three weeks of paid vacation annually

Paid holidays

401(k) retirement plan with employer)

Medical, dental and vision coverage

Parental leave

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 growing team. You will focus on resolving escalated customer complaints while supporting representatives on de-escalation and ensuring first-call resolution.

The role emphasizes escalation management, coaching, and continuous improvement of call scripting and workflows to enhance payment reissues, client service, and overall efficiency.

Qualifications

• High school diploma or equivalent is required.
• 2+ years of customer service / call center experience required.
• Proficiency with 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 adjustments in call scripting.
• Evaluates current procedures and works with internal teams to implement improvements.
• Other duties as assigned.

Skills

Microsoft Word

Microsoft Excel

Team coaching

Escalation management

Customer service

Education

High school diploma or equivalent

Tools

MS Office

Job description

Resource Innovations in Boston, MA is seeking a Customer Service and Rebate Processing Team Supervisor to lead our growing team. You will focus on resolving escalated customer complaints while supporting representatives on de-escalation and ensuring first-call resolution.

The role emphasizes escalation management, coaching, and continuous improvement of call scripting and workflows to enhance payment reissues, client service, and overall efficiency.