Jobs in the United States

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Added 1 min ago
AW
Associate Distribution Engineer
Aquarion Water Company
Bridgeport, CT
- $90,000 to $111,000 USD / year
Good written and oral communication skills; and must have ability to complete projects with minimal technical supervision · All vendors must have a current and fully executed MSA on file before submitting candidates
Added 2 mins ago
Nuclear Safety Basis Engineer/Advisor
Edgewater Technical Associates
Aiken, SC
Edgewater Technical Associates is seeking qualified candidates for a Nuclear Safety Basis Engineer/Advisor opportunity to support the Savannah River Site.
Added 3 mins ago
Project Manager
SMS group Inc
E Pittsburgh, PA
Experience in a Project Management position and knowledge of common project management procedures is preferred
Added 4 mins ago
SE
Power Systems Sales Engineer
Sager Electronics
Lewisville, TX · Fort Worth, TX
- $66,430 to $110,760 USD / year
Sager Electronics is looking for a Power Systems Sales Engineer to drive growth within the assigned region by expanding existing customer relationships and developing new business…
Added 4 mins ago
A
Senior Electrical Engineer
AECOM
Seattle, WA
- $130,000 to $175,000 USD / year
The Electrical Engineer will join a multidisciplinary, collaborative team with a range of expertise supporting the expansion of their knowledge base with the ability to travel and gain…
Added 4 mins ago
Global Digital Product Manager
Resideo
Charlotte, NC · Melville, NY · Dallas, TX · Louisville, KY
YOU MUST HAVE:
Added 5 mins ago
Rebar Project Manager (Remote North East Coast)
White Cap
Virtual, MA
Certification is required in some areas
Added 5 mins ago
Senior Project Engineer, Abrasives
Stanley Black and Decker
East Longmeadow, MA
This is a hybrid position and requires onsite work 3 days per week at our East Longmeadow, MA location
Added 5 mins ago
Sr Adv Test Manufacturing Engineer
Honeywell Technologies
Acton, MA
YOU MUST HAVE
Added 5 mins ago
Support Engineer III, Amazon Robotics IT Service Management
Amazon
Westboro, MA
…manufacturing operations in the world? The Robotics IT Service Management team is looking for a Support Engineer III to help design, implement, and support critical systems across Linux…
Added 6 mins ago
Mechanical Order Engineer
Siemens
Hingham, MA
We are looking for a Mechanical Order Engineer based in our Hingham, MA location.
Added 6 mins ago
Field Engineer
MasTec Inc
CHARLESTON, SC · COLUMBIA, SC
The role of a Field Engineer is to assist the Project Manager, Project Engineer, and Superintendents to engineer, plan, and schedule construction operations to ensure safe, efficient,…
Added 6 mins ago
Senior Software Engineer
Butler America
Tewksbury, MA
Qualifications You Must Have
Added 6 mins ago
Power Plant SME - Electrical Engineer
Leidos
Framingham, MA
Leidos Energy is hiring for a Power Plant Subject Matter Expert (Electrical Engineer). You will apply a strong working knowledge of electrical design, construction, operation and…
Added 6 mins ago
Senior Microgrid Automation Engineer
Leidos
Framingham, MA
…goals. Our capabilities include engineering, planning, project management, construction management, and commissioning services for electric power substations, transmission and distribution…
Added 6 mins ago
Sr. Equipment Process Engineer- Downstream
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 6 mins ago
Reliability & Methods Engineer
Sanofi Group
Framingham, MA
The Reliability Engineer improves the reliability, maintainability, safety, and lifecycle performance of cGMP and non-cGMP manufacturing, utility, facility, and process systems.
Added 6 mins ago
Sr. Equipment Engineer
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 6 mins ago
Reliability & Methods Engineer
Sanofi Group
Framingham, MA
The Reliability Engineer improves the reliability, maintainability, safety, and lifecycle performance of cGMP and non-cGMP manufacturing, utility, facility, and process systems.
Added 6 mins ago
Sr. Equipment Process Engineer- Upstream
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 6 mins ago
Sr. Equipment Process Engineer - Upstream
Sanofi Group
Framingham, MA
Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions
Added 6 mins ago
Software Engineer
Highmark Health
Boston, MA
Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, unit testing, code reviews, source…
Added 6 mins ago
Data Strategy & Governance -Director
PwC
Boston, MA
What You Must Have
Added 6 mins ago
C
Senior Azure Virtual Desktop Engineer
Cognizant
Boston, MA
- $79,000 to $90,000 USD / year
As a Senior Azure Virtual Desktop Engineer, you will make an impact by designing, deploying, automating, and optimizing Azure Virtual Desktop environments that support both pooled…
Added 6 mins ago
Software Engineer III, AWS Elastic Block Store (EBS) Data Services
Amazon
Boston, MA
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge-sharing and mentorship.

Rheem

Digital Response Representative

Montgomery, AL, United States

Apply on hdde.fa.us2.oraclecloud.com About employer

Applications open in a new tab.

Job details

Experience: Bachelor’s degree in business, Communications, Management, or a related field and 0-1 years of relevant experience.
Posting language: English
Posted: Nov 11, 2026

Original 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.

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 effectiveness.
Prepare reports, analyses, and recommendations for leadership regarding recurring customer issues, escalation trends, and customer experience initiatives.
Maintain advanced knowledge of product specifications, operation, installation requirements, warranty guidelines, and water heater sizing principles to effectively support escalation investigations and technical inquiries.
Provide technical guidance and warranty interpretation to customers, internal stakeholders, and business partners regarding product service, installation, repair, and operational concerns.
Maintain accurate case documentation and ensure effective case management through proper utilization of CRM and related business systems.
Act as a customer advocate by building collaborative partnerships across departments and influencing outcomes that balance customer needs with business objectives.
Demonstrate professionalism, diplomacy, and sound judgment when handling sensitive, high-profile, or emotionally charged customer situations.
Bachelor’s degree in business, Communications, Management, or a related field and 0-1 years of relevant experience.
Experience managing complex customer escalations, conducting root cause analysis, and recommending business process improvements.
Experience collaborating with cross-functional teams and influencing business decisions.
Strong knowledge of customer experience, escalation management, warranty administration, and policy interpretation.
Advanced analytical, problem-solving, decision-making, and root cause analysis skills.
Excellent communication, negotiation, and conflict resolution abilities.
Ability to assess complex situations, manage risk, and develop effective solutions.
Proficient in CRM systems, case management platforms, and data analysis tools.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Ability to collaborate across departments and influence stakeholders at all levels.
Maintains confidentiality and handles sensitive matters with professionalism.
Ability to interpret policies and support business, customer, and operational objectives.
Meets the qualifications of a Technical Support Representative I.
Ability to read, comprehend, and follow technical, written, and verbal instructions, including basic wiring diagrams.
Completed the Career Path Development process for Technical Support Representative II or possesses equivalent experience.
Achieved a "Meets Standards" rating on the most recent performance review.
Demonstrated ability to work effectively in a team environment.

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.

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.

Apply on hdde.fa.us2.oraclecloud.com About employer

More about this job

Skills

Apply company policies
Customer experience
Process improvement
Customer service
Leadership
Documentation
Case management
Root cause analysis
Business processes
Problem solving
Decision making
Communication skills
Negotiation
Conflict resolution
Data analysis
Organizational skills
Confidentiality
Technical support
Electrical wiring diagrams
Manage work
Think creatively

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Work requirements

Jobs in the United States