Customer Experience Representative II

The Customer Experience Representative II is the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heater and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email.

This position will serve our Water Heating Division , located in Montgomery, AL

• Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers.
• Demonstrate the ability to communicate and or deescalate a potentially volatile customer situation using empathy statements and tone.
• Demonstrate a higher level of customer service diplomacy in stressful situations.
• Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence.
• Extensive phone contact with wholesalers, retailers, sales agencies, and the Rheem sales team concerning production and shipping dates, price and availability of product, proper product selection and substitutions, out of stock or obsolete product situations, authorization to return goods, resolution of damaged and short orders, truckload scaling optimization, and water heater and parts division policies and procedures. Properly document all phone calls and emails.
• Enter, change, or cancel water heater and parts orders including priority and third-party shipping requirements and commercial conversions. Understand the differences between channels and customers. Properly document all orders.
• Be able to track orders and work with logistics, production, shipping, warehouses, and carriers to ensure customer issues are resolved quickly and efficiently. React quickly to changing priorities, processes, and systems.
• Effectively understand and communicate general product warranty for all product types, and the steps needed to return a water heater or process it for warranty reimbursement. Offer appropriate fair market value reimbursement for difficult customer exchanges.
• Guide customers through the basics of iStore and Rheem parts site navigation.
• Must attend work regularly.

• High school diploma or general education degree (GED)
• 2 years of customer facing work experience.
• Call center or call center related experience.
• Basic data entry of 30 words per minute (will be assessed)
• Email and electronic scheduling skills (will be assessed)
• Basic MS Office Skills (will be assessed)
• Ability to read, and comprehend short correspondence, and memos
• Ability to carry out instructions furnished in written, oral, or diagram form
• Ability to prioritize multiple tasks and deal with numerous interruptions
• Strong active listening skills.
• Demonstrated ability to work well with others in a team environment
• Able to work weekends, staggered shifts, and holidays
• Regular and consistent attendance at work

Preferred Qualifications

• Knowledge of water heater products

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