Customer Service and Rebate Processing Supervisor

Resource Innovations (RI) is seeking a Customer Service and Rebate Processing Supervisor to join our growing team. In this role, you will play a key part in developing and implementing efficient business processes while ensuring customer service and rebate processing teams are fully trained, supported, and set up for success. We are seeking mission-driven, career-minded individuals with prior supervisory or people-development experience who thrive in a fast-paced, performance-driven environment.

Resource Innovations is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we deliver software-enabled clean energy solutions for utilities and commercial, industrial, and residential customers. Our teams support the clean energy transition through innovative programs that make sustainable energy more accessible, affordable, and effective. With every step, we’re leading the charge to power change.

Duties and Responsibilities

• Manage daily staff activities to ensure same-day processing of all received rebate applications and first-call resolution for customer service inquiries.
• Oversee daily customer service adherence and performance goals to meet and support client service-level agreements.
• Monitor and evaluate customer service calls, providing regular coaching and quality feedback to team members.
• Coach staff toward daily processing, accuracy, and data-entry goals.
• Handle customer escalations and complex inquiries to drive timely and effective resolution.
• Engage in team-building activities that reinforce understanding and achievement of key performance indicators (KPIs).
• Deliver program-specific training, including policy and procedure reviews, for supported programs.
• Develop and execute action plans to meet and exceed established KPIs.
• Test customer service systems, databases, and processes prior to program launches or changes.
• Identify and recommend continuous improvement opportunities to enhance efficiency and service quality.
• Evaluate existing procedures and collaborate with internal teams to implement process improvements.
• Perform other duties as assigned.

Requirements:
• High school diploma or equivalent required.
• 2+ years of customer service or call center experience required.
• Demonstrated proficiency in Microsoft Office, particularly Word and Excel.
• Previous experience managing, coaching, or training team members.
• Proven ability to support team development and engagement.

Skills and Competencies

• Strong verbal and written communication skills.
• High attention to detail with excellent accuracy and recall.
• Exceptional organizational and prioritization abilities.
• Ability to communicate effectively with clients and employees at all levels of the organization.
• Self-motivated with strong follow-through and accountability.

Benefits:
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.

Compensation & Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position. The compensation range for the hourly rate for this position is $18-$22. In addition to base pay, employees may be eligible for a discretionary annual bonus. The stated salary represents the expected compensation for this position. Final compensation will be determined based on factors such as the candidate's experience, education and location.

At Resource Innovations, we believe supporting our people is essential to delivering impact. We offer a comprehensive benefits package designed to promote health, financial security, and work-life balance. This includes three weeks of paid vacation annually, paid holidays, a 401(k) retirement plan with employer match, medical, dental and vision coverage, parental leave, an employee assistance program, commuter benefits, and additional supplemental offerings.

Employment with Resource Innovations is contingent upon the successful completion of a comprehensive background check and reference check. If applicable to the position, a pre-employment drug screen may also be required.

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.