Customer Service Specialist II

Lennox International•West Columbia, SC

12d•$38,000 - $49,350•Onsite

About The Position

The Customer Service Specialist II handles incoming customer calls and fulfills customer needs to ensure satisfaction. Calls are predominantly routine but may require deviations from standard screens, scripts, and procedures. The specialist may also respond to email inquiries. Providing outstanding customer service is the primary function, with opportunities to sell or promote products and services. The role also supports lower-level staff with non-standard cases and refers highly unusual situations to a higher authority. This is a 100% onsite role based in West Columbia, South Carolina. It is a salaried, non-exempt position, with overtime pay when applicable. The starting salary range is $38,000–$49,350 annually. Employees are also eligible for a bonus under the applicable company plan. Lennox describes its culture as grounded in Integrity, Respect, and Excellence, and emphasizes a welcoming global community, equal opportunity, and career development. Allied Air Enterprises, a Lennox International division, brings together seven comfort brands to provide heating and cooling solutions and highlights environmental sustainability through innovation.

Requirements

High school diploma or an equivalent combination of education and experience.
At least 2 years of related experience.
Excellent written and verbal communication skills, including effective listening skills.
Ability to learn and understand technical terminology.
Ability to work in a fast-paced, goal-oriented environment.
Ability to handle multiple tasks while remaining organized and focused on details.
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.

Nice To Haves

Bachelor's degree or equivalent.

Responsibilities

Handle incoming customer calls and fulfill customer needs to ensure satisfaction.
Respond to email inquiries when requested.
Process new orders based on customer requests.
Track open orders to ensure they are completed promptly.
Check pricing and verify product availability.
Review and troubleshoot customer problems, initiating standard repair, replacement, return, or field-service actions according to customer service policies.
Use computerized systems for tracking, information gathering, and troubleshooting.
Provide support to lower-level staff on non-standard cases when policies or practices are not formalized or documented and individual case determinations may be needed.
Refer highly unusual situations to a higher authority for review and reconciliation.
Assess customer needs and suggest or promote alternative products or services when requested.

Benefits

Tuition reimbursement.
Medical, dental, and vision insurance.
Prescription drug coverage.
401(k) retirement plan.
Short-term disability insurance.
Eight weeks of paid birthing leave.
Two weeks of paid bonding leave.
Life and long-term disability insurance.
Up to 12 days of paid time off per year, depending on date of hire and eligibility.
Two paid well-being days per year, depending on date of hire and eligibility.
One paid volunteer day per year, depending on date of hire and eligibility.
14 paid holidays per year, depending on date of hire and eligibility.
One floating holiday per year, depending on date of hire and eligibility.
Eligible for a bonus under the terms of the applicable company plan.