Commercial Service Specialist
About The Position
Lennox National Account Services (NAS), wholly owned by Lennox International, is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry. NAS has 100+ offices throughout the continental United States and is expanding. This role is responsible for customer service differentiation on one or more existing commercial accounts, assisting with a portfolio of customer accounts within a team setting, and responding to complex customer inquiries via phone and email. The specialist will coordinate service and maintenance requests, logistics, and after-sales service to meet company and customer SLA requirements, acting as a liaison between field operations and customers for scheduling, work order management, billing, and escalations. The role also involves establishing and maintaining good customer relations and working closely with account leaders and customer experience specialists to drive customer growth.
Requirements
- Requires a bachelor's degree or an equivalent combination of educationand experience.
- Able to use Microsoft Office and CRM software effectively.
- Excellent customer service skills.
- Effective at written and verbal communication, including effective listening skills.
- Ability to handle difficult or emotional customer situations.
- Strong problem solving and time management skills.
- Ability to handle andprioritize competing demands.
Nice To Haves
- Experience with SAP preferred.
Responsibilities
- Customer servicedifferentiation on one or more existing commercial accounts.
- Assists with portfolio of customer accounts within a team setting andcollaborates to complete work in an efficient and effective manner.
- Responds to complex customer inquiries via phone and email with a highlevel of professionalism and finesse.
- Assist with the day to day work flow of coordinating service and maintenance requests, logistics, and after sales service to meet company and customer SLA requirements.
- Liaison between field operations and customer for scheduling, work ordermanagement, billing and escalations.
- Establishes and maintains good customer relations by providing timely, professional, and accurate service to internal and external customers.
- Works closely with account leaders and customer experience specialists to drive customer growth.
Benefits
- matching 401(k)
- comprehensive health and wellness
- perks and discounts
- pet insurance
- free subscriptions
- 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
- 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 12 paid holidays
- 3 floating holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
