Customer Experience Specialist - NAS

Lennox International • Fort Lauderdale, FL

5d • Onsite

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 over 100 offices throughout the continental United States and is planning significant growth. This role is crucial for developing and maintaining client relationships, handling customer requests, and ensuring customer satisfaction. The position involves managing orders, pricing, troubleshooting, and providing support to other staff members. Some travel is required.

Requirements

• Requires an Associates Degree or equivalent and a minimum 2 years related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• Understanding of technical terminology.
• Strong knowledge of Microsoft Office products- Excel, Word, etc.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Able to make recommendations and take proactive approach.
• Requires general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Ability to build and foster relationships.

Nice To Haves

• Bachelor’s degree strongly preferred.

Responsibilities

• Develops and maintains favorable relationships with new and existing clients in order to increase revenue.
• Under minimal supervision, handles incoming customer requests and fulfills customer needs to ensure customer satisfaction.
• Monitors open orders to ensure completeness in a prompt manner.
• Ensures proper pricing and provides proposal on new services.
• Reviews and troubleshoots customer problems and initiates standard action with field service as guided by customer contract.
• Uses computerized system for tracking, information gathering, and reporting.
• Provides support to lower level staff on non-standard case issues.
• Refers highly unusual situations to higher authority for review and reconciliation.
• May assess needs and suggest/promote alternative products or services.
• Responsible for creating and managing daily customer quotations.
• Manages quote follow-up process including weekly open quote reports, updating CRM to reflect quote status.
• Assists in credit and collection activities.
• Provides reports proactively to show data necessary for account growth opportunities.

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
• 10 paid holidays
• 3 floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree