Digital Response Representative

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.

• Analyze and resolve complex customer escalations, including executive, legal, regulatory, retail partner, and social media-related concerns, while determining appropriate resolution strategies that align with company objectives and risk tolerance.

• Exercise independent judgment when evaluating and authorizing goodwill accommodations, warranty exceptions, product replacements, and other customer remedies within established authority guidelines.

• Assess business, operational, financial, and reputational risks associated with customer concerns and recommend appropriate actions to leadership.

• Interpret and apply company policies, warranty provisions, and service procedures to unique situations where standard practices may not apply.

• Serve as a subject matter expert for customer escalations, providing guidance and recommendations to leadership on resolution strategies and customer experience matters.

• Lead cross-functional investigations involving Customer Experience, Product Quality, Engineering, Manufacturing, Legal, Marketing, and Operations to identify root causes and implement effective solutions.

• Analyze customer feedback, complaint data, escalation trends, and social media activity to identify systemic issues, business risks, and opportunities for process improvement.

• Develop and recommend enhancements to escalation processes, customer communications, policies, and service procedures to improve customer satisfaction and operational effectiveness.

• Prepare reports, analyses, and recommendations for leadership regarding recurring customer issues, escalation trends, and customer experience initiatives.

• Maintain advanced knowledge of product specifications, operation, installation requirements, warranty guidelines, and water heater sizing principles to effectively support escalation investigations and technical inquiries.

• Provide technical guidance and warranty interpretation to customers, internal stakeholders, and business partners regarding product service, installation, repair, and operational concerns.

• Maintain accurate case documentation and ensure effective case management through proper utilization of CRM and related business systems.

• Act as a customer advocate by building collaborative partnerships across departments and influencing outcomes that balance customer needs with business objectives.

• Demonstrate professionalism, diplomacy, and sound judgment when handling sensitive, high-profile, or emotionally charged customer situations.

• Bachelor’s degree in business, Communications, Management, or a related field and0-1 years of relevant experience.

• Experience managing complex customer escalations, conducting root cause analysis, and recommending business process improvements.

• Experience collaborating with cross-functional teams and influencing business decisions.

• Strong knowledge of customer experience, escalation management, warranty administration, and policy interpretation.

• Advanced analytical, problem-solving, decision-making, and root cause analysis skills.

• Excellent communication, negotiation, and conflict resolution abilities.

• Ability to assess complex situations, manage risk, and develop effective solutions.

• Proficient in CRM systems, case management platforms, and data analysis tools.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Ability to collaborate across departments and influence stakeholders at all levels.

• Maintains confidentiality and handles sensitive matters with professionalism.

• Ability to interpret policies and support business, customer, and operational objectives.

• Meets the qualifications of a Technical Support Representative I.

• Ability to read, comprehend, and follow technical, written, and verbal instructions, including basic wiring diagrams.

• Completed the Career Path Development process for Technical Support Representative II or possesses equivalent experience.

• Achieved a "Meets Standards" rating on the most recent performance review.

• Demonstrated ability to work effectively in a team environment.

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.