Customer Service Manager

Job not on LinkedIn

October 10

⛷️ Utah – Remote

Although this job is listed in Utah, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Resource Innovations

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Energy • Software • Consulting

Resource Innovations is a women-led company that provides comprehensive energy transformation services and software. The firm is dedicated to advancing the clean energy transition through innovative energy solutions, focusing on demand-side management and enhancing sustainability for utilities and government entities. With a strong commitment to environmental, social, and governance (ESG) impacts, Resource Innovations delivers end-to-end services that improve customer engagement and operational efficiency, leading to significant CO2 emission reductions. The company operates extensively across North America, Europe, and the Pacific, positioning itself as a leader in the clean energy sector.

201 - 500 employees

⚡ Energy

📋 Description

• 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.