Resource Innovations · 5 hours ago
Manager, Customer Service and Rebate Processing
United States
Full-time
Remote
Mid, Senior Level
$75K/yr - $90K/yr
7+ years expResource Innovations (RI) is seeking a Manager, Customer Service and Rebate Processing to join our growing team. In this role, you will lead high-performing teams responsible for delivering exceptional customer experiences while ensuring timely, accurate, and compliant rebate processing across multiple utility programs.
ConsultingEnergyEnvironmental ConsultingInformation ServicesInformation Technology
Responsibilities
Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients
Directly supervise a team of 4-6 Program Managers and indirectly manage a workforce of 50-60 employees in a fast-paced, time-sensitive environment
Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams
Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools
Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence
Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed
Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement
Oversee department safety compliance and timecard accuracy
Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs
Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows
Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams
Lead problem resolution efforts, working across teams to address operational and client-facing challenges
Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints
Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations
Qualification
Required
7+ years of team management and supervisory experience, including direct reports and delivery of team-based goals
4+ years of client management experience (e.g., business development, program implementation, or account management)
3+ years of experience planning or implementing technology solutions to improve operational efficiency
Preferred
Intermediate to advanced Microsoft Excel skills (Pivot Tables, Lookups, Index/Match, charts, and graphs)
2+ years of experience with call center technologies (IVR, call routing, call tracking, workforce optimization)
2+ years of experience with processing or fulfillment technologies (Oracle, iEnergy, or similar platforms)
Proven experience leading large-scale culture and engagement initiatives
Proven ability to establish performance measurement frameworks that support service expansion and new client acquisition
PMP certification preferred
Benefits
Three weeks of paid vacation per year
Paid holidays
A 401(k)-retirement plan with employer matching
Health, dental and vision insurance
Other supplemental benefits
Company
Resource Innovations
Resource Innovations is a provider of demand-side management, energy efficiency, and energy consulting services.
Founded in 2016Half Moon Bay, California, USA
501-1000 employees
H1B Sponsorship
Resource Innovations has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (20)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
unknown2024-04-02Acquired
Leadership Team
Lauren Casentini
Founder and CEO
Catherine Carhart
CTO
Recent News
2025-06-21
Company data provided by crunchbase