HVAC Customer Support

Lennox International • West Columbia, SC

245d • $37,000 - $46,000 • Remote

About The Position

This HVAC Customer Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries. While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services. Process new orders based on customer requests. Track open orders to ensure completeness in a prompt manner. Check pricing and verify availability. Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies. Use a computerized system for tracking, information gathering and/or troubleshooting. Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required. Refer highly unusual situations to higher authority for review and reconciliation. May be asked to assess needs and suggest/promote alternative products or services.

Requirements

• Requires a high school diploma or an equivalent combination of education and experience.
• A bachelor's degree or equivalent is preferred.
• Requires at least 2 years related 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 general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Responsibilities

• Handle incoming customer calls and fulfill customer needs to ensure satisfaction.
• Respond to e-mail inquiries.
• Process new orders based on customer requests.
• Track open orders to ensure completeness in a prompt manner.
• Check pricing and verify availability.
• Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service.
• Use a computerized system for tracking, information gathering and/or troubleshooting.
• Provide support to lower level staff on non-standard cases.
• Refer highly unusual situations to higher authority for review and reconciliation.
• Assess needs and suggest/promote alternative products or services.

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
• 10 paid holidays
• 3 floating holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED