Customer Experience Specialist - NAS

Lennox International•Fort Lauderdale, FL

12d

About The Position

The Customer Experience Specialist develops and maintains favorable relationships with new and existing clients to increase revenue. Under minimal supervision, the role handles incoming customer requests, fulfills customer needs, and works to ensure customer satisfaction. It monitors open orders for timely completion, ensures proper pricing, and prepares proposals for new services. The specialist reviews and troubleshoots customer problems and initiates standard actions with field service as guided by customer contracts. The role uses computerized systems for tracking, information gathering, and reporting, and provides support to lower-level staff on non-standard cases. Highly unusual situations are referred to higher authority for review and reconciliation. Customer support is the primary function, though the role may include limited sales or promotion of products and services. The specialist creates and manages daily customer quotations, follows up on quotes, produces weekly open-quote reports, and updates CRM quote status. The position also assists with credit and collection activities and proactively provides reports that identify account-growth opportunities. Some travel is required. This is a salaried exempt role with an annual salary range of $65,000–$75,000. Eligible employees may receive a bonus under the applicable company plan. The role is not eligible for overtime. Benefits are subject to applicable eligibility requirements and may include tuition reimbursement, medical, dental, and vision insurance, prescription drug coverage, a 401(k) retirement plan, short-term disability insurance, paid birthing and bonding leave, life and long-term disability insurance, paid time off, well-being days, paid volunteer time, paid holidays, and floating holidays.

Requirements

Associate degree or equivalent.
At least 2 years of related experience.
Excellent written and verbal communication skills, including effective listening.
Understanding of technical terminology.
Strong knowledge of Microsoft Office products, including Excel and Word.
Ability to work in a fast-paced, goal-oriented environment.
Ability to handle multiple tasks while staying organized and focused on details.
Ability to make recommendations and take a proactive approach.
General knowledge of the organization and thorough knowledge of company products and services.
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

Develop and maintain favorable relationships with new and existing clients to increase revenue.
Handle incoming customer requests and fulfill customer needs to ensure satisfaction.
Monitor open orders to ensure completeness in a prompt manner.
Ensure proper pricing and provide proposals for new services.
Review and troubleshoot customer problems and initiate standard actions with field service as guided by customer contracts.
Use computerized systems for tracking, information gathering, and reporting.
Provide support to lower-level staff on non-standard case issues.
Refer highly unusual situations to higher authority for review and reconciliation.
Assess customer needs and suggest or promote alternative products or services when appropriate.
Create and manage daily customer quotations.
Manage quote follow-up, including weekly open-quote reports and CRM status updates.
Assist with credit and collection activities.
Provide proactive reports showing data relevant to account-growth opportunities.
Travel as required.