Enterprise National Account Advocate

Lennox International•Phoenix, AZ

About The Position

Under general supervision, the Enterprise National Account Advocate provides onsite and remote customer support for strategic National Account customers and ensures effective execution of National Account programs and initiatives. The role is a customer-facing partner for onboarding, inventory management, order support, warranty and returns processing, dispute resolution, and coordination of operational and technical training. The advocate supports customer programs from onboarding through ongoing service, working with customers and internal teams to meet service commitments and implementation milestones. The role also monitors account activity and implementation progress, maintains customer records, resolves issues, and identifies opportunities to improve customer experience and operational efficiency. Candidates must currently reside in the Phoenix, Arizona area and be willing to travel up to 50%. A company vehicle and fuel card are provided for business travel. This is a salaried non-exempt role eligible for overtime pay after 40 hours per week, or as otherwise required by state law. The starting salary range is $57,600–$75,600 annually, and employees are eligible for a 10% bonus under the applicable company plan.

Requirements

Associate's degree required.
At least 2 years of experience in customer service, account management, branch operations, implementation, sales support, or a related area.
Exceptional customer service and relationship management skills.
Strong organization and project coordination capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Effective problem-solving and conflict-resolution skills.
Strong verbal and written communication skills.
Ability to collaborate cross-functionally and influence without direct authority.
Attention to detail and commitment to accuracy and execution excellence.
Proficiency with Microsoft Office applications and PC-based business systems.
Ability to learn and navigate order entry, inventory management, and customer relationship management systems.
Ability to read and interpret technical materials.
Must currently reside in the Phoenix, Arizona area.
Willingness to travel up to 50%.

Nice To Haves

Bachelor's degree preferred.
Experience supporting National Accounts, customer onboarding, implementation projects, or complex customer environments preferred.
Bilingual communication skills are a plus.

Responsibilities

Serve as a primary contact for assigned National Account customers through in-person, phone, and email interactions.
Coordinate customer onboarding to support successful implementation and adoption of National Account programs.
Manage customer orders, inventory inquiries, warranty claims, returns, and dispute resolution requests.
Identify and resolve customer issues proactively, escalating concerns as appropriate.
Provide deployment and implementation support for new customer programs, products, and initiatives.
Coordinate and facilitate operational, sales, and technical training for customers and internal stakeholders.
Develop and maintain relationships with customers, branch operations, sales teams, customer care, and supply chain partners.
Collaborate with internal teams to meet customer expectations, service-level commitments, and implementation milestones.
Monitor account activity and implementation progress to support execution quality and customer satisfaction.
Support process improvements and identify ways to enhance customer experience and operational efficiency.
Maintain accurate records and documentation of customer interactions, account activity, and program implementation.