Customer Service Specialist

Job Description

Our Demand Generation Representative III will provide support to the business by successfully performing outbound calls utilizing inbound chats to drive revenue and grow business - help materialize leads to business opportunities.

This position will serve Rheem North America business, located in Roswell, GA. This role follows our hybrid work arrangement with team members working in the office Monday through Thursday and remotely on Fridays.

Responsibilities

• Receive inbound chats/calls - nurture and qualify leads, identify customer needs, and provide solutions/services.
• Clarify information, research issues, and deliver answers to customer queries.
• Identify leads by product & channel, processing leads to appropriate sales funnel.
• Make follow-up calls and communications to ensure customer requests are completed.
• Manage multiple channels of communication such as chat, email, inbound and outbound calls using CRM and other call center tools.
• Leverage adjacent teams as an off-ramp to resolve customer concerns not directly supported by the demand generation team.
• Maintain contact and lead generation records in CRM.
• Report recurring issues to management, e.g. contractor participation and conversion rates, customer satisfaction with customer journey, etc.
• Work collaboratively with sales, plumber support, sales enablement, and customer experience to drive sales and customer satisfaction.
• Other duties as assigned

Qualifications

• High School Diploma or equivalent.
• 5+ years of prior sales experience in customer-facing or contact center environment with ERP and CRM systems.
• Ability to demonstrate exceptional follow-up and assertiveness in a way that engages and identify customers to want to do business with Rheem
• Proficient in Microsoft Word, Excel, Outlook, Skype and other web-based applications used for enterprise-grade communications such as PureCloud.
• Accountability, commitment & professionalism within a business environment
• Ability to work independently with minimal supervision.
• Professional communication skills
• Attention to detail.
• Excellent problem-solving skills
• Adaptability to change in priorities.

Preferred Qualifications:

• Elevated degree in related field, such as Associates or Bachelors
• Experience in consultative sales.
• Experience with Microsoft Dynamics
• Experience with leading or collaborating with a team in an outbound call center.
• Knowledge of water heater or HVAC related products, appliances, or building materials.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

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

#LI-NH1

#LI-Hybrid

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we're passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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.

Our Behavior Based Values set us apart:

• Listening to Understand - Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively - Applying creativity, seeking improvements, understanding from the customers' lens
• Acting with Responsibility - Owning decisions and actions, acting with integrity, embracing accountability

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, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

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.