Customer Service Trainer

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

Position SummaryUnder general supervision, the Customer Experience Trainer II designs, delivers, and continuously improves training programs that primarily support Warranty and Consumer Support teams, as well as their supervisors and team leads. This role partners closely with Quality Assurance, and cross‑functional teams to enhance performance, support process changes, and drive a consistent, high‑quality customer experience. The Trainer II works independently on most training initiatives and serves as a subject matter expert for assigned programs or focus areas.

Key Responsibilities

• Design, develop, and facilitate moderately complex training programs for Warranty and Consumer Support representatives, team leads and supervisors, related to:
• Warranty and consumer policies, procedures, and compliance requirements
• New products, services, systems, and tools impacting warranty and consumer workflows
• Customer experience, soft skills, and service standards
• Process changes, quality initiatives, and performance improvement efforts
• Create and maintain training content across multiple formats, including instructor‑led training, virtual sessions, job aids, resource guides, and self‑paced learning materials tailored to warranty and consumer support audiences.
• Partner with Quality Assurance to analyze performance trends, call and case evaluations, error data, warranty claim trends, and customer feedback to identify training needs and improvement opportunities.
• Track, analyze, and evaluate training effectiveness through post‑training performance reviews, coaching outcomes, and operational metrics within Warranty and Consumer Support.
• Provide targeted coaching and real‑time feedback to representatives based on recorded calls, emails, or case reviews; support supervisors in reinforcing effective coaching strategies.
• Support supervisors and leaders by identifying individual and group development needs and recommending appropriate training or coaching interventions.
• Act as a training liaison to improve the coaching, feedback, and development capabilities of supervisors and team leads within Warranty and Consumer Support.
• Collaborate with cross‑functional partners (e.g., Quality, Knowledge Management, IT, Product, Operations) to support change initiatives, system implementations, and continuous improvement efforts impacting warranty and consumer processes.
• Develop, maintain, and update departmental knowledge resources, including searchable knowledge bases, reference materials, and customer service tools relevant to Warranty and Consumer Support.
• Contribute to mentoring, onboarding, and cross‑training initiatives to support skill development, coverage flexibility, and talent growth.
• Participate in special projects related to training strategy, process improvement, quality enhancement, or customer experience initiatives.
• May perform temporary supervisory or lead responsibilities for new‑hire training groups or extended training programs outside the classroom environment.

What We Are Looking For

Qualifications

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Minimum of 1 year of related experience in training, coaching, quality, customer service, warranty, consumer support, or a related field.

Skills & Competencies

• Strong customer experience and service orientation, particularly within warranty and consumer environments.
• Demonstrated ability to design, deliver, and evaluate effective training programs.
• Ability to analyze performance data and translate insights into targeted learning solutions.
• Excellent verbal, written, and presentation skills, with the ability to communicate technical, policy, and procedural information clearly.
• Strong problem‑solving, prioritization, and organizational skills.
• Proficiency in Microsoft Excel and PowerPoint; experience with enterprise systems (e.g., SAP) and learning tools preferred.
• Ability to work independently while collaborating effectiv