Manager, Customer Experience

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 Rheem North America, located in Scottsboro, AL. This is an on-site position. 

• 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.

• Bachelor’s Degree in Business, Statistics, Economics, or related field.
• 7+ years’ experience in customer service or customer call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• 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.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to present information and respond to questions from groups, manager, clients, and customers.
• Recognize and implement process improvement.
• Understanding of supply chain logistics.

HOW TO STAND OUT

• Advanced Degree in Business, Statistics, Economics, or related field.
• Experience in product related industry.

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:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation

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

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