Supervisor, Customer Experience

A Career at Rheem: Where Comfort Is Your Calling

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives—every day.

The Supervisor, Customer Experience is responsible for overseeing the division's Customer Experience Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.

This position will serve our Air Conditioning Division, located in Fort Smith, AR.

WHAT YOU’LL DO:

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach call center staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
• Other duties as assigned.

WHAT YOU NEED:

• Bachelor’s Degree in Business, Statistics, Economics, or related field
• 5 years’ experience customer service or customer call center operations
• Experience supervising others
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Demonstrated ability to work well with others is a matrix team environment
• Ability to present information and respond to questions from groups, manager, clients, and customers
• Recognize and implement process improvement.
• Understanding of supply chain logistics.

HOW TO STAND OUT:

• Advanced Degree in Business, Statistics, Economics, or related field
• Experience in HVACR or related industry

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

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