Enterprise National Account Advocate

Lennox International • Wilmington, MA

2d • Remote

About The Position

The Enterprise National Account Advocate (NAA) provides onsite and remote customer support for strategic National Account customers under general supervision. The role is a key customer-facing partner responsible for customer onboarding, inventory management, order support, warranty and returns processing, dispute resolution, and coordination of operational and technical training. It supports successful execution of National Account programs and initiatives, contributing to customer satisfaction, operational alignment, implementation success, and scalable growth across strategic customer partnerships.

Candidates must currently reside in the Boston, Massachusetts area. This is a salaried non-exempt role, with overtime pay for hours worked beyond 40 in a week or as otherwise required by state law. The starting salary range is $63,360–$83,160 annually, and employees are eligible for a bonus under the applicable company plan. Lennox describes its culture as grounded in Integrity, Respect, and Excellence and as committed to equal opportunity and a supportive environment for career development.

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.
• Detail orientation 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 Boston, Massachusetts area.

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 point of contact for assigned National Account customers through in-person interactions, phone, and email.
• 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 when 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 opportunities to improve customer experience and operational efficiency.
• Maintain accurate records and documentation of customer interactions, account activity, and program implementation.

Benefits

• Bonus eligibility under the applicable company plan.
• 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, depending on hire date and eligibility.
• Two paid well-being days, depending on hire date and eligibility.
• One paid volunteer day, depending on hire date and eligibility.
• 12 paid holidays, depending on hire date and eligibility.
• Three floating holidays per year, depending on hire date and eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree