Customer Service Representative
Moen
Customer Service Manager
Resource Innovations
full-time
Posted on:
Location Type: Remote
Location: Remote • Utah • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Oracle
About the role
- 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.
- Interest in sustainability and passionate about making a meaningful impact on the environment.
Benefits
- Resource Innovations is an Equal Opportunity Employer.
- Competitive salaries based on a candidate's skills, experience and qualifications.
- Discretionary annual bonus.
- Three weeks of paid vacation per year.
- Paid holidays.
- 401(k)-retirement plan with employer matching.
- Health, dental and vision insurance.
- Other supplemental benefits.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementprogram managementprocess improvementstaffing analysisperformance managementMicrosoft Excelcall center technologiesfulfillment technologiesdata analysisclient interface
Soft skills
problem-solvingleadershipcommunicationteam collaborationclient relationship managementaccountabilitycultural developmentstrategic thinkingorganizational skillstraining and development
