Customer Service Manager

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.