Supervisor, Residential Sales Support

Who We Are

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.

What Drives Success

• Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via the telephone and email, primarily involved in quoting, order maintenance, and problem resolution.
• Reviews reporting to identify performance gaps.
• Provides coaching and feedback to increase representative performance.
• Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.
• May occasionally assist the team with quotes or order maintenance.
• Handles customer escalations and follows through to resolution.
• Acts as a liaison between sales and customer service.
• Supports the sales staff through regular meetings and communication.
• Ensures departmental profit goals and operating costs are attained.
• Oversee daily queue management, workload balancing, and task prioritization.
• Ensure timely and accurate processing of customer requests, account setup, credit applications, program enrollments, and documentation.
• Coordinate with Lead Gen, RSS, Sales Reps, and internal departments to ensure smooth handoffs.
• Maintain Standard Operating Procedures (SOPs) for CSS workflows.
• Audit team performance for accuracy, compliance, and turnaround time.
• Track KPIs such as response times, accuracy rates, volume trends, and service‑level adherence.
• Conducts quality monitoring of calls and emails.
• Prepare weekly, monthly, and quarterly summaries for leadership.

What We Are Looking For

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 5 years of related experience. 3–5+ years of experience in customer support, inside sales, commercial operations, or related functions.
• 1–2+ years of experience in a leadership or team‑lead capacity (formal or informal).
• Advanced customer service skills, including communication, de- escalation, and negotiation.
• Project management or process improvement skills are desired.
• Basic understanding of industry and product.
• Knowledge of contact center operations is desired.
• High proficiency with CRM tools (e.g., Salesforce), ERP/account management systems, and Microsoft Office. Proficiency with SAP products a plus.
• Ability to train, evaluate, and direct the work of assigned employees.
• Excellent written and verbal communication skills, including effective listening.
• Advanced problem-solving skills and creative thinking.
• Ability to drive results and address performance issues in a timely manner.

What We Offer

Compensation: This is a salaried role. The starting salary range for this role in this market is $80,000 to $106,000 annually. Under the plan, target compensation is anticipated to be 80% base salary and 20% commission.  New hires are guaranteed to receive at least the target commission for six months.  The competitive compensation plan also includes an uncapped bonus structure for performance exceeding 100% across three categories. The bonus amount increases as performance surpasses quota, so the potential payout is not fixed and can grow as over-quota achievements increase. Factors that may affect starting salary include geography and market, as well as the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per yea