Customer Service Manager

Job Description

Customer Service Enablement Manager

The Customer Service Manager will own and develop customer service processes and will assist in developing long-term relationships with customers. In this role, you will work to satisfy customers’ needs and requests, respond to their requests in a timely manner and deliver a system solutions for long term performance. You should have excellent communication and negotiation skills, enabling Rheem to provide the best customer experience in the industry.

This position will serve our Commercial Water Heating Business Unit and can be based remotely within the United States.

Responsibilities

• Receive and dispatch customer service requests
• Work with service providers and customers to resolve location issues
• Manage workflow within CRM system and document activity
• Assist with sourcing of equipment and materials for projects
• Review and approve service provider invoices
• Develop positive relationships with customers to improve their operations
• Resolve conflicts and provide solutions to customers in a timely manner
• Report on the status of accounts and transactions
• Suggest actions to improve service performance and identify opportunities for growth
• The Customer Service Manager will report to the National Accounts Manager and work with a team of Inside Sales / Customer Service and Administrative personnel.
  
  

Qualifications

• Bachelors Degree in Business or related field
• 5+ years of experience in a customer service-related position with a focus on customer service enablement.
• Knowledge of water heating systems, plumbing, and customer location operations
• Demonstrable ability to communicate, present and influence key stakeholders
• Hands on experience in customer service with an ability to deliver excellent customer experience
• Knowledge of CRM software and MS Office
• Excellent communication and negotiation skills
• An ability to deliver projects and resolve issues in an efficient and effective manner
• Business acumen with a problem-solving attitude
• A servant leader mindset eager to collaborate with, develop, and support a dynamic team
• Shared coverage of evening, weekend, and holiday hours as needed
  
  

The Pay scale of this role based in Colorado and Washington is $62,100 - $99,400. The pay scale for this position in California, New York City, New York or Connecticut is $67,100 - $107,400. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

About Us

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day.

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.