Customer Service Manager

Resource Innovations is seeking a Customer Service Manager to join our growing team. As a Customer Service Manager with Resource Innovations, you will lead the delivery functions of our Client Service Group which includes leading team to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies. The Customer Service Manager will play a highly visible role both internally and externally and will manage multiple programs in a rapidly changing environment and deliver on all KPIs. This position requires excellent communication, planning, and people management skills.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Duties and Responsibilities

• 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 expectation.
• Ensures all customer service queues meet 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.
• Identifies and implements process improvements.
• 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.
• Other duties as assigned.

Requirements

• 4+ years supervisors experience (can include management of direct reports, team goals, group delivery)
• 3+ years Project/Program management experience.
• 2+ years 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.
• Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs).
• 2+ years experience with call center technologies (IVR, call routing, call tracking, WFO).
• 2+ years 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
• Interest in sustainability and passionate about making a meaningful impact on the environment.

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.