Customer Service and Rebate Processing Team Supervisor

About the role

Resource Innovations 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, and carbon reduction. With every step, we're leading the charge to power change.

Responsibilities

• Field customer service calls and handle customer escalations to achieve immediate resolution.
• Conduct outbound calling to follow up on escalated customer concerns.
• Review all payment reissue requests and follow up on payment concerns.
• Support investigation and resolution of concerns escalated by our clients.
• Assist representatives with their questions as needed.
• Strive for first call resolution and encourage all representatives to do the same.
• Provide continuous improvement suggestions, including adjustments in call scripting.
• Evaluate current procedures and work with internal teams to implement improvements.
• Perform other duties as assigned.

Requirements

• A high school diploma or equivalency is required.
• 2+ years of previous Customer Service / Call Center experience.
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel.
• Previous experience managing, coaching, and training others.
• Interest in sustainability and passion for making a meaningful impact on the environment.

Preferred Qualifications

• Detail-oriented with sharp memory and accuracy skills.
• Superior organizational, prioritization, and attention-to-detail skills.
• Excellent verbal and written communication skills with clients and all levels of internal employees.
• Self-motivation and exceptional follow-through skills.
• Ability to work through difficult tasks in a professional manner.

Pay

The compensation range for this position is $20 - $23 per hour. In addition to base pay, employees may be eligible for a discretionary annual bonus.

Benefits

• Three weeks of paid vacation annually.
• Paid holidays.
• 401(k) retirement plan with employer match.
• Medical, dental, and vision coverage.
• Parental leave.
• Employee assistance program.
• Commuter benefits.
• Additional supplemental offerings.