Customer Service and Rebate Processing Team Supervisor

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Manage customer service calls and effectively address escalated issues to ensure prompt resolution.

• Conduct outbound calls to follow up on raised customer concerns.

• Assess payment reissue requests and address any payment-related issues.

• Assist in the investigation and resolution of issues raised by clients.

• Offer support to representatives by answering their queries as necessary.

• Aim for first-call resolution and motivate representatives to achieve the same.

• Recommend ongoing improvements, including potential modifications to call scripts.

• Review existing procedures and collaborate with internal teams to implement enhancements.

• Carry out additional tasks as assigned.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

• A minimum of 2 years of prior experience in Customer Service or Call Center roles is essential.

• Proven proficiency in Microsoft Office applications, particularly Microsoft Word and Excel.

• Previous experience in managing, coaching, and training team members.

• A keen interest in sustainability and a passion for making a positive environmental impact.

• Strong attention to detail with excellent memory and accuracy skills.

• Exceptional organizational, prioritization, and attention-to-detail capabilities are required.

• Outstanding verbal and written communication skills with clients and all levels of internal staff.

• Self-motivated with strong follow-through abilities are a must.

• Capability to handle challenging tasks in a professional manner.

• Strong verbal and written communication skills.

🏝️ Benefits

• Discretionary annual bonus eligibility

• Three weeks of paid vacation each year

• Paid holidays

• 401(k) retirement plan with employer matching

• Medical coverage

• Dental coverage

• Vision coverage

• Parental leave

• Employee assistance program

• Commuter benefits

• Additional supplemental offerings