About this role
Company Profile
Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.
Job Description
This specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries.
While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.
Duties include, but are not limited to:
- Process new orders based on customer requests.
- Track open orders to ensure completeness in a prompt manner.
- Check pricing and verify availability.
- Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
- Use a computerized system for tracking, information gathering and/or troubleshooting.
- Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
- Refer highly unusual situations to higher authority for review and reconciliation.
- May be asked to assess needs and suggest/promote alternative products or services.
Qualifications
Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred. Requires at least 2 years related experience.Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focused on details. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.
Other facts
About Lennox International
Lennox (NYSE: LII) is a leading provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.
Beginning over a century ago, Lennox has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.
We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America and Asia. Lennox is publicly traded on the NYSE and has paid steady dividends on profits. (LII)
The Corporation's brands include Lennox, Allied Air, Armstrong Air, Heatcraft, Ducane, Magic-Pak, and Friga-Bohn.
Lennox is an Equal Opportunity Employer and supports a diverse, inclusive work environment.
What you'll do
- The Customer Service Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. This includes processing orders, tracking open orders, troubleshooting customer problems, and providing support to lower-level staff.
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