• Manage daily staff activities to ensure same-day processing of all received rebate applications and first-call resolution for customer service inquiries. • Oversee daily customer service adherence and performance goals to meet and support client service-level agreements. • Monitor and evaluate customer service calls, providing regular coaching and quality feedback to team members. • Coach staff toward daily processing, accuracy, and data-entry goals. • Handle customer escalations and complex inquiries to drive timely and effective resolution. • Engage in team-building activities that reinforce understanding and achievement of key performance indicators (KPIs). • Deliver program-specific training, including policy and procedure reviews, for supported programs. • Develop and execute action plans to meet and exceed established KPIs. • Test customer service systems, databases, and processes prior to program launches or changes. • Identify and recommend continuous improvement opportunities to enhance efficiency and service quality. • Evaluate existing procedures and collaborate with internal teams to implement process improvements. • Perform other duties as assigned.