Customer Support Specialist I

Company Overview

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

The individual in this role handles incoming customer calls and fulfills customer needs to ensure customer satisfaction. They may respond to e-mail inquiries. Calls are basic and routine. Calls are non-routine and require deviation from standard screens, scripts, and procedures.

 

Duties include but are not limited to:

• Processes new orders based on customer requests.
• Tracks open orders to ensure completeness in a prompt manner.
• Checks pricing and verifies availability.
• Reviews and troubleshoots customer problems and initiates standard action for repair as guided by customer service policies.
• Uses multiple computerized system for tracking, information gathering, and/or troubleshooting.
• Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Customer service is the primary function and includes minimal selling or promotion of products or services.
• Basic understanding of technical HVAC for parts identification, system matching, and general knowledge to assist the customer with orders.

 

WE VALUE DIVERSITY

 

Here at Lennox we believe that diversity and inclusion is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.  Our goal is to build workplaces that reflect the communities where we live and work, support the growth and development of each team member as they strive to reach their full potential, and empower them to be their authentic selves.  Lennox is an equal opportunity employer.

Qualifications

Requires a high school diploma or an equivalent combination of education and experience. Higher education including certificates, associates, and bachelor's degree or equivalent is preferred.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 limited knowledge of the organization, products, and/or services. Requires ability to navigate a computerized data entry system or other relevant applications.