Digital Response Representative

The Digital Response Representative serves as a subject matter expert responsible for evaluating complex customer escalations, assessing business risk, interpreting company policies and warranty guidelines, and determining appropriate resolution strategies. The role exercises independent judgment in balancing customer experience, brand reputation, legal considerations, financial impact, and operational objectives. This position partners cross-functionally with Customer Experience, Product Management, Quality, Legal, Marketing, and executive leadership to identify trends, recommend process improvements, and influence business decisions.

This position will support Rheem North America , based in Montgomery, AL or Fort Smith, AR . This position follows a hybrid schedule, with 4 days (M-Th) onsite and 1 day (Fri) remote per week.

- Bachelor’s degree in business, Communications, Management, or a related field and 0-1 years of relevant experience.
- Experience managing complex customer escalations, conducting root cause analysis, and recommending business process improvements.
- Experience collaborating with cross-functional teams and influencing business decisions.
- Strong knowledge of customer experience, escalation management, warranty administration, and policy interpretation.
- Advanced analytical, problem-solving, decision-making, and root cause analysis skills.
- Excellent communication, negotiation, and conflict resolution abilities.
- Ability to assess complex situations, manage risk, and develop effective solutions.
- Proficient in CRM systems, case management platforms, and data analysis tools.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Ability to collaborate across departments and influence stakeholders at all levels.
- Maintains confidentiality and handles sensitive matters with professionalism.
- Ability to interpret policies and support business, customer, and operational objectives.
- Meets the qualifications of a Technical Support Representative I.
- Ability to read, comprehend, and follow technical, written, and verbal instructions, including basic wiring diagrams.
- Completed the Career Path Development process for Technical Support Representative II or possesses equivalent experience.
- Achieved a "Meets Standards" rating on the most recent performance review.
- Demonstrated ability to work effectively in a team environment.

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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