Supervisor, Consumer Support

Lennox International • Richardson, TX

7d • Onsite

About The Position

This role manages agent performance, resolves escalations, and partners across the business to improve processes and customer experience in a high-volume customer support environment.

Requirements

• Bachelor’s degree in Business Administration or equivalent experience, Dispute Resolution, or equivalent experience, with at least 3 years B2C contact center experience.
• Strong understanding of contact center KPIs and workforce operations
• Strong analytical and critical thinking skills, organized, detail-oriented
• Ability to work independently with basic training and minimal supervision
• Comprehensive understanding and use of Microsoft Office products, Adobe Acrobat, SAP, CRM, Salesforce
• Excellent listening, verbal and written communication skills
• Exceptional organizational and time management skills with high attention to detail
• Experience managing escalations and high‑visibility customer cases
• Excellent communication, coaching, and problem‑solving skills
• Ability to work under pressure and manage multiple priorities

Nice To Haves

• Experience with social support tools (Sprout Social, BaZaarVoice)
• Background in cross‑functional collaboration with Product, IT, or Marketing
• HVAC industry knowledge
• Salesforce (SFDC) Community & Case Management

Responsibilities

• Supervise, coach, and develop a team of contact center agents
• Manage daily operations, real‑time queue performance, and service levels
• Own key KPIs including ACW, QA, AHT, FCR, and Customer Charter metrics
• Handle supervisor‑level, executive‑level, and legal escalations
• Support hiring, onboarding, and training initiatives
• Collaborate with Product, IT, Digital, Marketing, and National Accounts to resolve systemic issues
• Interacts and partners with consumers, Field Sales, legal, marketing, management, executive leadership, and other departments as necessary, to respond to consumer concerns, escalations, and dispute resolution.
• Identify process improvements and lead root cause analysis for recurring issues.
• Contribute to digital support enhancements, workflow updates, and cross‑functional projects

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level