Digital Response Representative

Rheem; Montgomery (AL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Rheem in Montgomery, AL is seeking a Digital Response Representative to expertly evaluate complex customer escalations and assess business risk. You will interpret warranty guidelines and company policies to determine optimal resolutions, balancing customer experience with legal and financial considerations.

This role partners with Product Management, Quality, Legal, Marketing, and leadership to identify trends, propose improvements, and influence business decisions, with a hybrid schedule of 4

Responsibilities

• Evaluate customer escalations and determine appropriate resolutions balancing policy and risk.
• Collaborate cross-functionally with Customer Experience, Product Management, Quality, Legal, Marketing, and leadership to identify trends and drive improvements.

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.