Customer Service Specialist

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.

• 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

• 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.

• 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.

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