Hybrid Customer Service Manager Customer Service Manager

About The Role

Our client is seeking a Customer Service Manager to join its growing team. In this role, the Customer Service Manager will lead the delivery functions of the Client Service Group, focusing on achieving optimal application processing, providing exceptional customer service (inbound and outbound), managing incentive fulfillment, and overseeing department technologies. This position is highly visible internally and externally, and requires managing multiple programs in a rapidly changing environment while delivering on all KPIs. Excellent communication, planning, and people management skills are essential.

Our client is a **women-led** firm dedicated to energy transformation and **focused on impact**. Leveraging expertise in energy efficiency, it is continually expanding its portfolio of clean energy solutions to help utilities navigate increasingly complex challenges tied to load flexibility, electrification, and carbon reduction. Every step taken leads to powering change.

Duties and Responsibilities

- Track and address overall program deliverables, schedules, and milestones for rebate fulfillment and customer service delivery programs across multiple utilities.

- Ensure all processing queues meet the 1-day processing expectation.

- Make sure all customer service queues achieve 95% service level expectations.

- Coordinate overall processing between intake of applications, processing, batching, incentive fulfillment, and fulfillment follow-up.

- Serve as the client-facing point of contact for assigned programs and during significant performance remediation efforts, including strategy development and resolution steps.

- Identify and implement process improvements.

- Lead problem resolution activities, collaborating with colleagues and cross-functional teams.

- Analyze and identify necessary staffing and attrition impacts to ensure all departmental KPIs are met within established budgets.

- Foster and enhance the culture within the Client Services team, with a focus on recognition, accountability, and development programs.

- Ensure that technologies enhance and improve overall service offerings.

- Partner with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams.

- Support and develop Project Analysts through leadership training, performance management, and professional development.

- Perform additional duties as assigned.

Requirements

- 4+ years of supervisory experience (including management of direct reports, team goals, group delivery).

- 3+ years of Project/Program management experience.

- 2+ years of experience implementing/planning technology solutions to increase efficiency within an organization.

- 2+ years of direct interface with clients (in business development, program implementation, or account management).

- Intermediate to advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs).

- 2+ years of experience with call center technologies (IVR, call routing, call tracking, WFO).

- 2+ years of experience with processing/fulfillment technologies (Oracle, iEnergy, or equivalent).

- Proven experience in establishing large-scale culture initiatives.

- Proven experience in establishing large-scale performance measurements that facilitate the expansion of services with existing clients or the acquisition of new clients.

- Direct knowledge of VBA.

- Interest in sustainability and a passion for making a meaningful environmental impact.

Benefits

The organization offers competitive salaries based on qualifications. Additionally, it provides three weeks of paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus, and a comprehensive benefits package.