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A women-led clean energy solutions company, ranked #10 in the energy category on the 2022 Inc. 5000 list.
Manager, Customer Service – Rebate Processing
Location
Utah
Posted
137 days ago
Salary
$75K - $90K / year
Seniority
Lead
Job Description
Manager, Customer Service – Rebate Processing
Resource Innovations
• Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients. • Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment. • Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams. • Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools. • Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence. • Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed. • Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement. • Oversee department safety compliance and timecard accuracy. • Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs. • Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows. • Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams. • Lead problem resolution efforts, working across teams to address operational and client-facing challenges. • Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints. • Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations.
Job Requirements
- 7+ years of team management and supervisory experience, including direct reports and delivery of team-based goals.
- 4+ years of client management experience (e.g., business development, program implementation, or account management).
- 3+ years of experience planning or implementing technology solutions to improve operational efficiency.
- Intermediate to advanced Microsoft Excel skills (Pivot Tables, Lookups, Index/Match, charts, and graphs).
- 2+ years of experience with call center technologies (IVR, call routing, call tracking, workforce optimization).
- 2+ years of experience with processing or fulfillment technologies (Oracle, iEnergy, or similar platforms).
- Proven experience leading large-scale culture and engagement initiatives.
- Proven ability to establish performance measurement frameworks that support service expansion and new client acquisition.
- PMP certification preferred.
Benefits
- Health, dental, and vision insurance
- 401(k)-retirement plan with employer matching
- Three weeks of paid vacation per year
- Paid holidays
- Discretionary annual bonus
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