The Manager, Customer Experience is responsible for overseeing the division''s Customer Service Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.
This position will serve our HTPG Division, located in Scottsboro, AL.
At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we're passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives-every day.
Our Behavior Based Values set us apart:
Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.
Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
HOW TO STAND OUT:
As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING OTHERS, you will be expected to demonstrate the following competencies and behaviors:
Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
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Onboard and train call center personnel.
Manage all aspects of New Employee work-area set up.
Coach call center 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.
Continually evaluate staff effectiveness and performance.
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.
Develop annual goals for self and team aligning to the overall CX strategy
Continuous Improvement experience
Process improvements experience
Servant leadership skills - listening, empathy, self-awareness, foresight, commitment to growth, building community
Strategic Thinker - map out a plan of where we want to take Customer Service to be "best in class" and lead the team in getting there
Partner and interface with other Rheem businesses to leverage best practices and collaboration. Be an active member of the "One Customer Experience" Project with Rheem.
Develop and implement tools to track system KPIs and lead the process of continuous improvement in this function
Other duties as assigned.
Onboard and train call center personnel.
Manage all aspects of New Employee work-area set up.
Coach call center 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.
Continually evaluate staff effectiveness and performance.
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.
Develop annual goals for self and team aligning to the overall CX strategy
Continuous Improvement experience
Process improvements experience
Servant leadership skills - listening, empathy, self-awareness, foresight, commitment to growth, building community
Strategic Thinker - map out a plan of where we want to take Customer Service to be "best in class" and lead the team in getting there
Partner and interface with other Rheem businesses to leverage best practices and collaboration. Be an active member of the "One Customer Experience" Project with Rheem.
Develop and implement tools to track system KPIs and lead the process of continuous improvement in this function
Other duties as assigned.