Customer Experience Specialist

Lennox International•Fort Lauderdale, FL

20h•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 with over 100 offices throughout the continental United States. NAS is expanding and aims to double its number of Branch Offices and significantly increase annual revenue in the next 5 years. This role is crucial for that growth, offering opportunities for employees to grow and learn within a company that provides excellent benefits and a supportive work environment.

Requirements

Associate's Degree or equivalent and a minimum of 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.).
Ability to work in a fast-paced, goal-oriented environment.
Ability to handle multiple tasks, stay organized, and be 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

Develops and maintains favorable relationships with new and existing clients to increase revenue.
Handles incoming customer requests and fulfills customer needs to ensure customer satisfaction under minimal supervision.
Monitors open orders to ensure completeness in a prompt manner.
Ensures proper pricing and provides proposals 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.