Consumer Support Consultant

Lennox International • Richardson, TX

3d

About The Position

Under direct supervision, this entry level position handles a variety of incoming consumer inquiries on Residential and Commercial HVAC products through a Call 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 & commercial HVAC equipment. 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. May assess needs and suggest/promote alternative products or services. 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.

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

• Professionally responds to pre-sales and/or post-sales questions from consumers of residential & commercial HVAC equipment.
• 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.
• May assess needs and suggest/promote alternative products or services.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED