The Customer Experience Representative II plays a critical role in delivering exceptional service and support to our customers and sales teams. This senior-level position is responsible for managing complex customer interactions, resolving escalated issues, mentoring junior team members, and driving continuous improvement in customer experience processes. The ideal candidate will bring a proactive mindset, deep product knowledge, and a passion for delivering outstanding service.

This position will support Rheem North America, located in Fort Smith, AR.

Responsibilities

Serve as a primary point of contact for customer accounts, providing support via phone, email, and other communication channels.
Resolve customer issues with professionalism and urgency, ensuring a positive outcome and long-term customer satisfaction.
Act as a liaison between customers and internal departments - including Sales, Production, Logistics, and Engineering - to ensure seamless order fulfillment and issue resolution.
Provide mentorship and training to Customer Experience Representatives I and II, sharing best practices and supporting team development.
Analyze customer feedback and service trends to identify opportunities for process improvements and enhanced service delivery.
Manage and prioritize multiple tasks and projects in a fast-paced environment, adapting quickly to changing business needs.
Maintain accurate records of customer interactions, transactions, and feedback using CRM and ERP systems.
Collaborate with cross-functional teams to support product launches, promotions, and service initiatives.
Lead or participate in special projects aimed at improving the overall customer experience.
Perform other duties as assigned.

Qualifications

High School Diploma or equivalent (Associate or Bachelor’s degree preferred).
3+ years of experience in customer service, preferably in a manufacturing or technical environment.
Proven ability to handle complex customer issues and deliver effective solutions.
Strong leadership and mentoring skills with a collaborative team-oriented approach.
Excellent communication skills—both written and verbal, with a high level of attention to detail and accuracy.
Advanced proficiency in Microsoft Office Suite and experience with CRM/ERP systems (e.g., Salesforce, SAP).
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Ability to work independently and manage time effectively in a dynamic environment.
Demonstrated commitment to continuous improvement and customer satisfaction.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

Adapting
Business Understanding
Collaborating
Communicating Effectively
Continuously Improving
Customer-Orientation
Developing Self
Focusing on Results
Influencing
Managing Relationships
Managing Work
Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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