Customer Support Specialist I
About The Position
Who We Are Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us. What Drives Success The individual in this role handles incoming customer calls and fulfills customer needs to ensure customer satisfaction. They may respond to e-mail inquiries. Calls are basic and routine. Calls are non-routine and require deviation from standard screens, scripts, and procedures. Customer service is the primary function and includes minimal selling or promotion of products or services. Basic understanding of technical HVAC for parts identification, system matching, and general knowledge to assist the customer with orders.
Requirements
- Requires a high school diploma or an equivalent combination of education and experience.
- Excellent written and verbal communication skills, including effective listening skills.
- Ability to learn and understand technical terminology.
- Must be able to work in a fast-paced goal-oriented environment.
- Able to handle multiple tasks, stay organized, and focused on details.
- Requires limited knowledge of the organization, products, and/or services.
- Requires ability to navigate a computerized data entry system or other relevant applications.
Nice To Haves
- Higher education including certificates, associates, and bachelor's degree or equivalent is preferred.
Responsibilities
- Processes new orders based on customer requests.
- Tracks open orders to ensure completeness in a prompt manner.
- Checks pricing and verifies availability.
- Reviews and troubleshoots customer problems and initiates standard action for repair as guided by customer service policies.
- Uses multiple computerized system for tracking, information gathering, and/or troubleshooting.
- Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
Benefits
- 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
- 12 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
