Customer Experience Lead & Team Coach

Rheem Manufacturing Company; Fort Smith (AR); On-site; USD 65,000 - 85,000; Full time

Job summary

Rheem Manufacturing Company is seeking a Supervisor of Customer Experience to lead the division's CX professionals and ensure top-tier service for internal and external customers. The role oversees Rheem North America with on-site locations in Fort Smith, AR (preferred) and other sites, and demands strong leadership, process improvement, and strategic CX delivery.

You will manage onboarding, coaching, data analysis, and goal setting to elevate customer satisfaction and efficiency across the call

Qualifications

• Bachelor’s degree or higher in a business-related field is required.
• 5+ years of experience in customer service or call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent written and verbal communication with attention to detail.

Responsibilities

• Onboard and train call center personnel.
• Manage all aspects of new employee work-area setup.
• 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 and deliver 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, and customer service.
• Develop annual goals for self and team aligning to the 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.

Job description

Rheem Manufacturing Company is seeking a Supervisor of Customer Experience to lead the division's CX professionals and ensure top-tier service for internal and external customers. The role oversees Rheem North America with on-site locations in Fort Smith, AR (preferred) and other sites, and demands strong leadership, process improvement, and strategic CX delivery.

You will manage onboarding, coaching, data analysis, and goal setting to elevate customer satisfaction and efficiency across the call