Digital Response Representative

Rheem Manufacturing Company; Montgomery (AL); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Rheem North America is seeking a Digital Response Representative to act as a subject matter expert for customer escalations, assess risk, interpret policies, and guide resolution decisions from Montgomery, AL or Fort Smith, AR. The role requires close collaboration with cross-functional teams to identify trends and drive improvements.

The position supports hybrid work arrangements with on-site and remote days, partnering with Customer Experience, Product Management, Quality, Legal, Marketing,

Qualifications

• Evaluate complex customer escalations
• Balance customer experience, brand reputation, legal considerations, financial impact, and operational objectives

Responsibilities

• Evaluate complex customer escalations, assess business risk, interpret company policies and warranty guidelines
• Determine appropriate resolution strategies balancing customer experience, brand reputation, legal considerations, financial impact, and operational objectives

Job description

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.