Customer Service and Rebate Processing Supervisor

Responsibilities

• Responsible for the daily management of staff activities to achieve same day processing of all received rebate applications and first call resolution for customer service calls.
• Responsible for the daily management of staff customer service adherence goals to support client service levels.
• Monitors and assesses customer service calls and provides staff with regular call quality‑related feedback.
• Coaches staff to daily processing and data entry goals.
• Fields customer service calls and handles customer escalations to achieve immediate resolution.
• Engages in team building activities to help staff understand, embrace, and achieve key performance indicators.
• Provides program specific training for supported programs, including review of policy/procedure training with each representative.
• Creates and delivers successful plans to meet and exceed KPI’s.
• Tests all customer service databases and processes prior to program launches and changes.
• Provides continuous improvement suggestions.
• Evaluates current procedures and works with internal teams to implement improvements.
• Other duties as assigned.

Requirements

• A high school diploma or equivalency is required.
• 2+ years previous Customer Service / Call Center experience required.
• Demonstrated proficiency in Microsoft Office programs, specifically Microsoft Word and Excel.
• Previous experience managing, coaching, and training others.
• Team Building.