Customer Service Manager

Overview

Lead client service team to ensure fast incentive processing and high CSAT.

Key Responsibilities

• problem resolution
• program tracking
• process coordination
• team leadership
• client liaison
• tech enhancement

Tasks

-Leads problem resolution activities, including working with colleagues and across teams. -Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities. -Coordinates overall processing between intake of applications, processing, batching, incentive-fulfillment, and fulfillment follow-up. -Supports and develops Project Analysts through leadership training, performance management, professional development. -Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs. -Ensures all customer service queues meet 95% service level expectations. -Ensures technologies enhance and improve overall service offerings. -Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams. -Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets. -Identifies and implements process improvements. -Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps. -Ensures all processing queues meet 1 day processing expectation.

Requirements

• excel
• call center
• oracle
• project management
• supervisory
• client interface

What You Bring

-2+ years experience implementing/planning technology solutions to achieve efficiency within an organization. -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). -Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients. -3+ years Project/Program management experience. -4+ years supervisors experience (can include management of direct reports, team goals, group delivery) -2+ years experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent). -Proven experience establishing large scale culture initiatives. -2+ years direct interface with clients (can be in a business development, program implementation or account management setting.

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About Resource Innovations

-Merged with Nexant in 2021 and backed by Morgan Stanley Capital Partners in 2024, accelerating its scale and reach. -Specializes in transforming utility operations through demand-side management, software systems, and advisory services. -Works on diverse projects—from residential weatherization to grid modernization, electrification, and utility marketplaces. -Operates globally but retains utility-scale focus, delivering integrated energy solutions at significant scale.

Sector Specialisms

Security Clearance

-employment is contingent upon successful completion of a comprehensive background check and reference check. -a pre‑employment drug screen may be required if applicable.