Job Description

The Customer Experience Representative II plays a critical role in delivering exceptional service and support to our customers and sales teams. This senior-level position is responsible for managing complex customer interactions, resolving escalated issues, mentoring junior team members, and driving continuous improvement in customer experience processes. The ideal candidate will bring a proactive mindset, deep product knowledge, and a passion for delivering outstanding service.

This position will support Rheem North America, located in Fort Smith, AR.

• Serve as a primary point of contact for customer accounts, providing support via phone, email, and other communication channels.
• Resolve customer issues with professionalism and urgency, ensuring a positive outcome and long-term customer satisfaction.
• Act as a liaison between customers and internal departments - including Sales, Production, Logistics, and Engineering - to ensure seamless order fulfillment and issue resolution.
• Provide mentorship and training to Customer Experience Representatives I and II, sharing best practices and supporting team development.
• Analyze customer feedback and service trends to identify opportunities for process improvements and enhanced service delivery.
• Manage and prioritize multiple tasks and projects in a fast-paced environment, adapting quickly to changing business needs.
• Maintain accurate records of customer interactions, transactions, and feedback using CRM and ERP systems.
• Collaborate with cross-functional teams to support product launches, promotions, and service initiatives.
• Lead or participate in special projects aimed at improving the overall customer experience.
• Perform other duties as assigned.
• High School Diploma or equivalent (Associate or Bachelor’s degree preferred).
• 3+ years of experience in customer service, preferably in a manufacturing or technical environment.
• Proven ability to handle complex customer issues and deliver effective solutions.
• Strong leadership and mentoring skills with a collaborative team-oriented approach.
• Excellent communication skills—both written and verbal, with a high level of attention to detail and accuracy.
• Advanced proficiency in Microsoft Office Suite and experience with CRM/ERP systems (e.g., Salesforce, SAP).
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Ability to work independently and manage time effectively in a dynamic environment.
• Demonstrated commitment to continuous improvement and customer satisfaction.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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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:

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

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.