Job Description

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.

This specialist is responsible for handling a variety of incoming customer calls and fulfilling customer needs to ensure customer satisfaction. Calls are non-routine and require deviation from standard screens, scripts and procedures. The specialist may need to respond to e-mail inquiries.

While providing outstanding customer service is the primary function, the specialist may also need to provide minimal selling or promotion of products and services

Duties include, but are not limited to:

• Handle situations that may require adaptation of response or extensive research according to customer response.
• Resolve problems escalated through lower staff levels.
• Coordinate with a wide variety of functions within the company and provide liaison with customers during post delivery times.
• Review warranty claims, discuss product capabilities and problems in light of customer needs, and provide special pricing for non-standard warranty items and repairs.
• Resolve problems and discrepancies regarding shortages, over shipments, defective products, repairs and the like.
• Resolve return credit problems.
• Use computerized system for tracking, information gathering and/or troubleshooting.

The specialist may be asked to perform activities within product service, repair, consumer relations, warranty claims and similar areas and provide work leadership to lower level customer service staff.

The person in this position may also need to assess needs and suggest/promote alternative products or services.

Qualifications

Qualification & Experience

• A bachelor’s degree with 3 to 8 years’ experience in a customer-facing role (training provided)
• Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office
• Excellent written and verbal communication skills, including effective listening skills.
• Understanding of technical terminology.
• Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial.
• Able to make recommendations and take proactive approach.
• 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.

Ability to build and foster professional relationships

Must Have

• Excel
• Outlook
• SAP

Desired Skill:

• SAP
• Salesforce

Field Service Backoffice process