Description

Resource Innovations is seeking a Customer Service Assistant Manager to join our growing team. As a Customer Service Assistant Manager with Resource Innovations, you will utilize your interpersonal skills to assist customers in achieving their energy saving goals.

We are looking for a mission driven, career minded and motivated individual to join our team to work full-time. As a Customer Service Assistant Manager with Resource Innovations, we will rely on you to help guide the Customer Service Team in providing exceptional service to our customers and clients. Additionally, you will need to feel comfortable working in a fast-moving environment following established processes and procedures. As a Customer Service Assistant Manager, you will make an impact through the delivery of high-quality customer service solutions improving customer experience and satisfaction within the program, our client, and organization.

Resource Innovations, now combined with Nexant and TechniArt, is a substantially woman-owned, woman-led energy consulting firm dedicated to creating equal access to clean resources through diverse partnerships. The company’s deep roots and broad expertise in resource efficiency, policy development, coalition and partnership building, and market-based technology support enable the delivery of highly successful energy programs. Nexant brings over 20 years of expertise in demand-side management, grid management, and renewables, as well as a comprehensive suite of software designed to support these initiatives. With TechniArt now under RI’s portfolio, utility clients can easily turn on e-commerce and customer engagement platforms to drive adoption of demand-response enabled equipment, such as thermostats, water heaters, and appliances. In addition to expanding on RI's core energy efficiency solutions, TechniArt offers market-ready decarbonization and beneficial electrification initiatives that will provide clients and collaborators with immediate value and pathways for program success.

Duties and Responsibilities:

• Supervising a team of 5 customer service representatives; working with the customer service manager to support and coach them to successful outcomes
• Reviewing and processing customer service requests in accordance with established policies and procedures.
• Training and development of new staff along with customer service manager
• Reporting any anomalies or potential client relations issues to the customer service manager
• Handling customer service escalations, whether from clients or the customer service team
• Assisting the customer service manager with administrative tasks, including bulk communications, minor reporting duties as needed etc.
• Ability to make service recovery decisions as needed
• Working with the customer service manager to support the overall success of the customer service team
• Other duties as assigned.

Requirements

• Customer Service Experience (2+ years)
• Supervisory/Team Lead experience (1+ year)
• Must be able to work independently with minimal supervision, follow detailed step-by-step directions, and meet deadlines
• Proficient in the Microsoft Office suite (Excel, Word, PowerPoint, Outlook, and Access); a computer skills test will be required as part of the interview process
• Excellent customer service skills, including a high level of follow up skill and professionalism.

Benefits

Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.

About Resource Innovations

Resource Innovations is a women-led organization offering software-enabled clean energy solutions for utilities as well as commercial, industrial, and residential energy customers. Our experts design and implement a suite of leading-edge services to support the rapidly changing industry through the clean energy transition. We leverage diversity across our team to accelerate energy innovation and make clean and sustainable energy more available, accessible, and affordable. Learn more at resource-innovations.com.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Experience:

• Customer service: 3 years (Preferred)

Work Location: Remote

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