Consumer Affairs Consultant
About The Position
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. Under general supervision, this mid-level position handles a variety of incoming consumer inquiries on Residential products through a Contact Center. This position responds to questions and requests for information regarding Lennox products and dealers in order to provide the best customer experience possible. Professionally responds to pre-sales and/or post-sales questions from consumers of residential equipment. Interprets and explains the terms of product warranties. Provides product information to the consumer that may include discussing the differences in products, product capabilities and features and benefits. Provide product documentation to consumer if requested. Guide the consumer to the dealer if dealer services are required. Document the call information into the call-tracking database in the event additional follow-up is required. Identifies and helps implement process improvements.
Requirements
- Requires a high school diploma or an equivalent combination of education and experience.
- Excellent verbal, listening and written communication skills.
- Strong customer service skills.
- Ability to handle and diffuse difficult customer situations.
- The ability to provide assistance in a fast paced environment.
- Ability to learn, understand and convey technical information.
- Ability to multitask to handle and prioritize multiple technical requests.
- Proficient in Microsoft Office Suite.
Nice To Haves
- Experience with SAP is preferred.
Responsibilities
- Handles a variety of incoming consumer inquiries on Residential products through a Contact Center.
- Responds to questions and requests for information regarding Lennox products and dealers.
- Professionally responds to pre-sales and/or post-sales questions from consumers of residential equipment.
- Interprets and explains the terms of product warranties.
- Provides product information to the consumer that may include discussing the differences in products, product capabilities and features and benefits.
- Provide product documentation to consumer if requested.
- Guide the consumer to the dealer if dealer services are required.
- Document the call information into the call-tracking database in the event additional follow-up is required.
- Identifies and helps implement process improvements.
Benefits
- 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 per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
