Supervisor, Customer Experience

Job-ID: 4392Category: Customer Service & Contact Center OperationsLocation: Fort Smith, AR, United States; O'Fallon, MO, United States; Montgomery, AL, United StatesPosted: 2026-09-15Travel: Up to 10%Worker Category: OnsiteThe Supervisor, Customer Experience is responsible for overseeing the division's Customer Experience Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment. This position will serve Rheem North America, located in Fort Smith, AR (preferred), O'Fallon, MO, or Montgomery, AL. This is an on-site position. QualificationsBachelor’s Degree in Business, Statistics, Economics, or related field5+ years’ experience customer service or customer call center operations Experience supervising othersExperience 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 environmentAbility to present information and respond to questions from groups, manager, clients, and customersRecognize and implement process improvement.Understanding of supply chain logistics.HOW TO STAND OUT:Advanced Degree in Business, Statistics, Economics, or related fieldExperience in HVACR or related industryAs 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 SuccessApplying Business KnowledgeBuilding TalentBuilding Trusted RelationshipsCommunicating with ImpactCustomer-OrientationDelegating TasksExecuting/Leading the TeamFacilitating ChangeFostering Relationships/ Emotional IntelligenceInfluencingProblem Solving & Decision MakingSupporting InnovationEquivalent combination of education, experience, and skills may supplement above minimum job requirements.#LI-JH#LI-OnsiteResponsibilitiesOnboard 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 strategyContinuous Improvement experienceProcess improvements experienceServant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building communityOther duties as assigned.About the company 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 objectiveContributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respectThinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lensActing 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.