Customer Experience Team Lead (On-site)

Rheem Manufacturing Company; O’Fallon (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Rheem Manufacturing Company seeks a Supervisor, Customer Experience to oversee the division's CX professionals and serve internal and external customers on complex issues, defining requirements and ensuring fulfillment. This on-site role supports Rheem North America in Fort Smith, AR (preferred), O'Fallon, MO, or Montgomery, AL.

You will onboard and train call center personnel, manage new employee setup, coach staff, handle escalations, analyze data, and drive CX goals aligned with the

Qualifications

• Bachelor's degree in Business, Statistics, Economics, or related field.
• 5+ years' 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.
• Proficient in MS Office and related software.
• Understanding of supply chain logistics.

Responsibilities

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach 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.
• Develop annual goals for self and team aligning to CX strategy.
• 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.
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills - listening, empathy, self-awareness, foresight, commitment to growth, building community
• Other duties as assigned.

Skills

Customer service leadership

Communication skills

Analytical skills

ERP systems

MS Office Proficiency

Education

Bachelor's degree in Business, Statistics, Economics, or related field

Tools

Oracle ERP

AS400

Order Management Systems

Job description

Rheem Manufacturing Company seeks a Supervisor, Customer Experience to oversee the division's CX professionals and serve internal and external customers on complex issues, defining requirements and ensuring fulfillment. This on-site role supports Rheem North America in Fort Smith, AR (preferred), O'Fallon, MO, or Montgomery, AL.

You will onboard and train call center personnel, manage new employee setup, coach staff, handle escalations, analyze data, and drive CX goals aligned with the