Find & Apply For Customer Service Representative Jobs in Lebanon, Tennessee

A. O. Smith seeks a Customer Assurance Representative II to support customers of our residential and commercial water heating and treatment products. In this role, you will respond to inquiries, troubleshoot product and service issues, and manage warranty and quality-related cases. Working closely with manufacturing, engineering, and quality teams, you will help identify root causes, track trends, and recommend improvements. You will use CRM tools to document interactions, maintain accurate records, and ensure timely, professional communication in a performance-driven, safety-focused environment. Responsibilities Respond to customer inquiries regarding water heating and treatment products via phone, email, and online channels. Investigate and resolve product, warranty, and service issues, escalating complex cases as needed. Document all cases in CRM systems with accurate, detailed information. Collaborate with manufacturing, engineering, and quality teams to identify root causes of recurring issues. Provide product and troubleshooting guidance to customers, contractors, and channel partners. Track and report issue trends to support continuous improvement initiatives. Follow established policies, safety standards, and quality procedures in all customer interactions. Support process improvements to enhance customer satisfaction and service efficiency. Required Skills Customer support Issue resolution CRM software Manufacturing processes Product quality analysis Technical documentation Root cause analysis Data entry and reporting Cross-functional collaboration Microsoft Office