Customer Service Representative

Lennox International•Bay Shore, NY

26d•Onsite

About The Position

The primary functions of the Customer Service Representative are to assist internal and external customers by providing product and service information and resolving customer issues. This role serves as the first point of contact for customer inquiries and complaints via telephone and email, providing information on products, services, pricing, order status, billing, returns, and credits. The representative will troubleshoot and resolve product issues, document customer interactions, and maintain a knowledge base of evolving products and services. Key responsibilities include accurate and timely distributor order processing, confirming order details, researching issues independently to determine root cause and corrective action, and demonstrating follow-up action with customers, distributors, sales force, and end users. The role also involves providing continuous and responsive support to the sales force, collaborating with other departments such as Shipping, Production, Purchasing, and Technical Service, and sharing reception responsibilities. Additional duties may include heavy filing, contract updates, data entry backup, and special projects as needed.

Requirements

Strong interpersonal, written, and verbal communication skills.
Strong organizational skills with the ability to prioritize multiple responsibilities and effectively manage competing deadlines.
Strong problem-solving and research skills with the ability to identify and resolve issues independently.
Ability to work efficiently and effectively under pressure in a fast-paced environment.
Ability to establish and maintain positive working relationships with customers, distributors, and internal teams.
Proficiency in Microsoft 365 applications.
Strong attention to detail and accuracy, particularly when processing orders and maintaining customer information.
Positive and professional demeanor when interacting with internal and external customers.
Ability to work effectively both independently and as part of a team.
High School Diploma or equivalent.
Minimum of three years of related experience in customer service, inside sales support, order management, or a related field.
Ability to remain seated for prolonged periods of time.
Ability to regularly use a computer, keyboard, mouse, telephone, and monitor for prolonged periods of time.
Manual dexterity, coordination, and visual ability necessary to perform computer-based and administrative work.

Nice To Haves

Retail experience alone does not satisfy the related experience requirement.

Responsibilities

Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email.
Provide information about the products and services, pricing, order status, billing, returns and credits.
Troubleshoot and resolve product issues and concerns.
Document and update customer records based on interactions.
Develop and maintain a knowledge base of the evolving products and services.
Ensure accurate and timely distributor order processing.
Confirm pricing, item number/description and quantities are correct.
Research issues independently to determine root cause and corrective action needed.
Demonstrate follow up action with customers, distributors, sales force, and end users.
Provide continuous and responsive support to sales force.
Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service.
Shared reception responsibilities.
Heavy filing, contract updates, data entry backup, special projects as needed.
Other duties as assigned.