Customer Experience Representative II

About the position

The Customer Experience Representative II at Rheem Manufacturing is responsible for serving as the internal liaison between the company and its customer base. This role focuses on ensuring high levels of customer care by accurately processing orders, communicating product availability and order status, and resolving customer issues. The representative will assist with warranty inquiries, product information, and registration, while actively participating in achieving the company's core values of customer service excellence. This position is hybrid, requiring on-site work Monday through Thursday and offering optional work-from-home Fridays after the training period.

Responsibilities

• Respond to calls and emails from individuals or businesses without an active Nortek Global HVAC account.
• Assist customers with warranty-related inquiries, including registration, processes, authorizations, claims status, and coverage details.
• Handle in-house warranty processes when no distributors are available, including processing no-charge parts requests.
• Process product registrations, make corrections as needed, and send confirmation emails for completed registrations.
• Provide product literature and warranty information to customers via email or print/mail upon request.
• Actively update knowledge and abilities in customer service by completing skills training and seeking feedback.
• Collaborate and support other departments to streamline processes and contribute to customer success strategies.
• Uphold corporate values, mission, and guidelines as outlined in the associate handbook and company policies.
• Represent the Nortek Global HVAC Consumer Care group professionally to customers and internal teams.
• Serve as a consumer care ambassador by demonstrating exemplary service and support.
• Perform additional duties as assigned by the Customer Success Manager.

Requirements

• High School Diploma or equivalent
• 2+ years of experience in customer service
• Demonstrates data entry skills
• Technical knowledge of HVAC systems is a plus
• Ability to carry out instructions furnished in written, oral, or diagram form
• Excellent interpersonal skills
• Excellent problem-solving skills
• 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
• Demonstrated ability to work well with others in a matrix team environment

Nice-to-haves

• Technical knowledge of HVAC systems