Customer Experience Coordinator
About The Position
Lennox National Account Services (NAS), wholly owned by Lennox International, is a 120+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial HVAC maintenance and service industry with over 100 offices throughout the continental United States and is actively growing and expanding. This role is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. The specialist may also be asked to respond to e-mail inquiries. While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.
Requirements
- Requires a high school diploma or an equivalent combination of education and experience.
- 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.
Nice To Haves
- A bachelor's degree or equivalent is preferred.
Responsibilities
- Process new orders based on customer requests.
- Track open orders to ensure completeness in a prompt manner.
- Check pricing and verify availability.
- Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
- Use a computerized system for tracking, information gathering and/or troubleshooting.
- Respond to customer inquiries, as needed, by referring them to published materials, secondary sources or more senior staff.
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
- Up to 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
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
