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Customer Experience Manager

Rheem Manufacturing -
Scottsboro, AL

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Job Details

Full-time
$100,000 - $120,000 a year

Benefits

Relocation assistance
Dental insurance
401(k)
Paid time off
Parental leave
401(k) matching

Qualifications

Customer communication
Teamwork
Employee relationship building
Team development
Bachelor's degree
Staff training
Delegation

Full Job Description

Job Summary
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.

Duties

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.

Skills

Bachelor’s Degree in Business, Statistics, Economics, or related field
7+ years’ experience 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.
Demonstrated ability to work well with others is 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 HVACR or 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.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Paid time off
Parental leave
Relocation assistance

Work Location: In person

Quick Apply

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