What are the responsibilities and job description for the Customer Experience Representative III position at Rheem?
Job Description
The CX Representative III is responsible for delivering exceptional customer experiences by leveraging in-depth product knowledge and effective communication with internal and external customers, as well as sales staff. Additional responsibilities include data entry and project coordination for manufacturing.
This position serves our HTPG Division, a leading global manufacturer of heating, cooling, and water heating equipment located in the United States.
Responsibilities:
Qualifications:
About Us: At Rheem, we are dedicated to bringing comfort to people's lives through innovative products that deliver just the right temperature while saving energy, water, and supporting a more sustainable future.
The CX Representative III is responsible for delivering exceptional customer experiences by leveraging in-depth product knowledge and effective communication with internal and external customers, as well as sales staff. Additional responsibilities include data entry and project coordination for manufacturing.
This position serves our HTPG Division, a leading global manufacturer of heating, cooling, and water heating equipment located in the United States.
Responsibilities:
- Responds to customer inquiries via telephone and email to provide information on products or services, orders, shipping updates, warranty, and tracking details.
- Maintains harmonious relationships with customers, acting as an extension to field sales staff and keeping them informed of pertinent actions affecting them.
- Processes customer orders, changes, and returns according to established department policies and procedures.
- Coordinates with Sales, Accounting, Scheduling, Shipping, Production Control, Logistics, and other departments as needed to eliminate delays and ensure prompt deliveries.
- Adapts quickly to changing priorities, processes, and systems.
- Maintains extensive contact with dealers, wholesalers, retailers, plumbers/contractors, homeowners, and internal customers regarding production and shipping dates, price and availability of products, warranty information, and returned goods.
- Takes ownership of customer complaints and acts to resolve and prevent reoccurrence of issues.
- Performs other duties as assigned.
Qualifications:
- High School Diploma or equivalent.
- 5 years of experience in customer service.
- Demonstrates data entry skills.
- Able to carry out instructions furnished in written, oral, or diagram form.
- Excellent interpersonal skills, including ability to work with people inside and outside the Company in a professional and sincere manner.
- Excellent problem-solving skills.
- Excellent communication skills, written and verbal, with attention to detail and accuracy.
- Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
- Demonstrated ability to work well with others in a matrix team environment.
About Us: At Rheem, we are dedicated to bringing comfort to people's lives through innovative products that deliver just the right temperature while saving energy, water, and supporting a more sustainable future.
