Digital Response Representative

Job Description

The Digital Response Representative serves as a subject matter expert responsible for evaluating complex customer escalations, assessing business risk, interpreting company policies and warranty guidelines, and determining appropriate resolution strategies. The role exercises independent judgment in balancing customer experience, brand reputation, legal considerations, financial impact, and operational objectives. This position partners cross-functionally with Customer Experience, Product Management, Quality, Legal, Marketing, and executive leadership to identify trends, recommend process improvements, and influence business decisions.

This position will support Rheem North America , based in Montgomery, AL or Fort Smith, AR . This position follows a hybrid schedule, with 4 days (M-Th) onsite and 1 day (Fri) remote per week.

Responsibilities

• Analyze and resolve complex customer escalations, including executive, legal, regulatory, retail partner, and social media-related concerns, while determining appropriate resolution strategies that align with company objectives and risk tolerance.
• Exercise independent judgment when evaluating and authorizing goodwill accommodations, warranty exceptions, product replacements, and other customer remedies within established authority guidelines.
• Assess business, operational, financial, and reputational risks associated with customer concerns and recommend appropriate actions to leadership.
• Interpret and apply company policies, warranty provisions, and service procedures to unique situations where standard practices may not apply.
• Serve as a subject matter expert for customer escalations, providing guidance and recommendations to leadership on resolution strategies and customer experience matters.
• Lead cross-functional investigations involving Customer Experience, Product Quality, Engineering, Manufacturing, Legal, Marketing, and Operations to identify root causes and implement effective solutions.
• Analyze customer feedback, complaint data, escalation trends, and social media activity to identify systemic issues, business risks, and opportunities for process improvement.
• Develop and recommend enhancements to escalation processes, customer communications, policies, and service procedures to improve customer satisfaction and operational effe...

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