Customer Service and Rebate Processing Supervisor

Resource Innovations

Customer Service Supervisor leading the rebate processing team at Resource Innovations; ensuring efficient processes and team training.

Posted 6/1/2026full-timeRemote • Illinois • 🇺🇸 United StatesJuniorMid-Level💰 $18 - $20 per hourWebsite

About the role

Key responsibilities & impact

Responsible for the daily management of staff activities to achieve same day processing of all received rebate applications and first call resolution for customer service calls.
Responsible for the daily management of staff customer service adherence goals to support client service levels.
Monitors and assesses customer service calls and provides staff with regular call quality-related feedback.
Coaches staff to daily processing and data entry goals.
Fields customer service calls and handles customer escalations to achieve immediate resolution.
Engages in team building activities to help staff understand, embrace, and achieve key performance indicators.
Provides program specific training for supported programs, including review of policy/procedure training with each representative.
Creates and delivers successful plans to meet and exceed KPI’s.
Tests all customer service databases and processes prior to program launches and changes.
Provides continuous improvement suggestions.
Evaluates current procedures and work with internal teams to implement improvements.
Other duties as assigned.

Requirements

What you’ll need

A high school diploma or equivalency is required.
2+ years previous Customer Service / Call Center experience required.
Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel.
Previous experience managing, coaching, and training others.
Team Building.

Benefits

Comp & perks

Competitive salaries based on skills, experience, and qualifications.
Eligible for a discretionary annual bonus.
Comprehensive benefits package, including:
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data entrycall quality assessmentcustomer serviceKPI managementprogram trainingprocess improvementcustomer escalation handlingMicrosoft WordMicrosoft Excel

Soft Skills

coachingteam buildingcommunicationleadershipproblem solving

Certifications

high school diploma