Customer Service Manager

About The RoleOur client is seeking a Customer Service Manager to join its growing team. As a Customer Service Manager, you will lead the delivery functions of the Client Service Group, which includes leading teams to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies. This role will play a highly visible part both internally and externally, managing multiple programs in a rapidly changing environment and delivering on all KPIs. This position requires excellent communication, planning, and people management skills.This is a women-led energy transformation firm focused on impact. Building on expertise in energy efficiency, the organization is constantly expanding its portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, the organization is leading the charge to power change.Key ResponsibilitiesResponsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities.Ensures all processing queues meet a 1-day processing expectation.Ensures all customer service queues meet 95% service level expectations.Coordinates overall processing between intake of applications, processing, batching, incentive-fulfillment, and fulfillment follow-up.Serves as the client-facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps.Identifies and implements process improvements.Leads problem resolution activities, including working with colleagues and across teams.Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets.Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs.Ensures technologies enhance and improve overall service offerings.Partners with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams.Supports and develops Project Analysts through leadership training, performance management, and professional development.Other duties as assigned.Required Qualifications4+ years of supervisory experience (can include management of direct reports, team goals, group delivery).3+ years of Project/Program management experience.2+ years of experience implementing/planning technology solutions to achieve efficiency within an organization.2+ years of direct interface with clients (can be in a business development, program implementation, or account management setting).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 establishing large-scale culture initiatives.Proven experience establishing large-scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients.Interest in sustainability and passion for making a meaningful impact on the environment.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”