Hybrid Digital Escalations Specialist

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

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,