Rheem Manufacturing
Customer Experience Representative II
Rheem Manufacturing, Oxnard, California, United States, 93033
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Customer Experience Representative II
role at
Rheem Manufacturing . 2 days ago Be among the first 25 applicants. The
Customer Experience Representative II
is the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email. This position will be onsite and serve our
Raypak Division , located in
Oxnard, CA . Responsibilities
WHAT YOU’LL DO: Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers. Handle inbound calls in a timely manner in a call center office setting. Demonstrate the ability to communicate and deescalate potentially volatile customer situations using empathy statements and tone. Demonstrate a higher level of customer service diplomacy in stressful situations. Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence. Extensive phone contact with wholesalers, retailers, sales agencies, and the Rheem sales team concerning production and shipping dates, product availability, proper product selection, out-of-stock situations, return authorizations, damage issues, and policies. Properly document all phone calls and emails. Enter, change, or cancel water heater and parts orders, understand different channels and customer types, and document all orders accurately. Track orders and coordinate with logistics, production, and shipping to resolve customer issues efficiently, reacting quickly to changing priorities. Understand and communicate general product warranties and return procedures, offering fair market value reimbursements when necessary. Guide customers through iStore and Rheem parts site navigation. Qualifications
WHAT YOU NEED: High school diploma or GED. 2 years of customer-facing work experience and/or 1+ year in a call center or customer service in manufacturing. Experience in high-volume call environments. Basic data entry skills (30 WPM). Proficiency in email and electronic scheduling. Basic MS Office skills. Ability to read and comprehend short correspondence and memos. Ability to follow instructions in various formats. Ability to prioritize tasks and handle interruptions. Strong active listening skills. Teamwork skills. Availability to work weekends, staggered shifts, and holidays. Regular onsite attendance. How To Stand Out
Knowledge of water heater products. Experience with CRM and ERP systems. The pay rate is $23.00/hour, dependent on experience and other factors. About Us
At Rheem, we are dedicated to bringing comfort to people's lives through innovative heating, cooling, and water heating solutions. We value diversity and encourage all qualified candidates to apply. Rheem is an Equal Opportunity Employer. This job description provides a general overview and is not exhaustive of all duties and responsibilities.
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Customer Experience Representative II
role at
Rheem Manufacturing . 2 days ago Be among the first 25 applicants. The
Customer Experience Representative II
is the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email. This position will be onsite and serve our
Raypak Division , located in
Oxnard, CA . Responsibilities
WHAT YOU’LL DO: Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers. Handle inbound calls in a timely manner in a call center office setting. Demonstrate the ability to communicate and deescalate potentially volatile customer situations using empathy statements and tone. Demonstrate a higher level of customer service diplomacy in stressful situations. Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence. Extensive phone contact with wholesalers, retailers, sales agencies, and the Rheem sales team concerning production and shipping dates, product availability, proper product selection, out-of-stock situations, return authorizations, damage issues, and policies. Properly document all phone calls and emails. Enter, change, or cancel water heater and parts orders, understand different channels and customer types, and document all orders accurately. Track orders and coordinate with logistics, production, and shipping to resolve customer issues efficiently, reacting quickly to changing priorities. Understand and communicate general product warranties and return procedures, offering fair market value reimbursements when necessary. Guide customers through iStore and Rheem parts site navigation. Qualifications
WHAT YOU NEED: High school diploma or GED. 2 years of customer-facing work experience and/or 1+ year in a call center or customer service in manufacturing. Experience in high-volume call environments. Basic data entry skills (30 WPM). Proficiency in email and electronic scheduling. Basic MS Office skills. Ability to read and comprehend short correspondence and memos. Ability to follow instructions in various formats. Ability to prioritize tasks and handle interruptions. Strong active listening skills. Teamwork skills. Availability to work weekends, staggered shifts, and holidays. Regular onsite attendance. How To Stand Out
Knowledge of water heater products. Experience with CRM and ERP systems. The pay rate is $23.00/hour, dependent on experience and other factors. About Us
At Rheem, we are dedicated to bringing comfort to people's lives through innovative heating, cooling, and water heating solutions. We value diversity and encourage all qualified candidates to apply. Rheem is an Equal Opportunity Employer. This job description provides a general overview and is not exhaustive of all duties and responsibilities.
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