About this role
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 .
- 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.
#LI-Hybrid
#LI-LS1