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Customer Service and Rebate Processing Manager @Resource Innovations

[Hiring] Customer Service and Rebate Processing Manager @Resource Innovations

Mar 26, 2025 - Resource Innovations is hiring a remote Customer Service and Rebate Processing Manager. 💸 Salary: competitive salary based on qualifications. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves leading the delivery functions of our Client Services Group, which includes team management to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies.

  • Manages a team of 5-8 customer service and processing agents and 2 coordinators
  • Responsible for tracking of KPIs of team members
  • Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities
  • Ensures all processing queues meet 1 day processing and 95% service level expectations
  • Coordinates overall processing between intake of applications, processing, batching, incentive fulfillment, and fulfillment follow up
  • Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps
  • Leads problem resolution activities, including working with colleagues and across teams
  • Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets
  • Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs
  • Ensures technologies enhance and improve overall service offerings
  • Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams
  • Supports and develops Project Analysts through leadership training, performance management, professional development
  • Assists with business development initiatives, including but not limited to, proposal content review, best and final preparation, and presentation
  • Responsible for Client Services delivery direct costs, overhead spend, recognition budgets, labor expenses
  • Other duties as assigned

Qualifications

  • 4+ years supervisory experience (can include management of direct reports, team goals, group delivery)
  • 3+ years Project/Program Management experience
  • 2+ years of experience implementing/planning technology solutions to achieve efficiency within an organization
  • 2+ years direct interface with clients (can be in a business development, program implementation or account management setting)

Requirements

  • Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs)
  • 2+ years of experience with call center technologies (IVR, call routing, call tracking, WFO)
  • 2+ years of experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent)
  • Proven experience establishing large scale culture initiatives
  • Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients
  • Direct knowledge of VBA
  • PMP Certification

Benefits

  • Competitive salaries based on candidate's qualifications
  • Three weeks paid vacation per year
  • Paid holidays
  • 401(k) plan with employee matching funds
  • Discretionary bonus
  • Comprehensive benefits package

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📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Customer Service and Rebate Processing Manager @Resource Innovations
Customer Service
Salary 💸 competitive salary based on qualifications
Remote Location
USA
Job Type full-time
Posted Mar 26, 2025
Apply for this position Unlock 54,768 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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