Customer Experience Representative II

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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