Supervisor, Residential Sales Support
About The Position
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. Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via the telephone and email, primarily involved in quoting, order maintenance, and problem resolution.
Requirements
- Requires a bachelor's degree or an equivalent combination of education and experience.
- Requires at least 5 years of related experience. 3–5+ years of experience in customer support, inside sales, commercial operations, or related functions.
- 1–2+ years of experience in a leadership or team‑lead capacity (formal or informal).
- Advanced customer service skills, including communication, de- escalation, and negotiation.
- Basic understanding of industry and product.
- Ability to train, evaluate, and direct the work of assigned employees.
- Excellent written and verbal communication skills, including effective listening.
- Advanced problem-solving skills and creative thinking.
- Ability to drive results and address performance issues in a timely manner.
Nice To Haves
- Project management or process improvement skills are desired.
- Knowledge of contact center operations is desired.
- High proficiency with CRM tools (e.g., Salesforce), ERP/account management systems, and Microsoft Office. Proficiency with SAP products a plus.
Responsibilities
- Reviews reporting to identify performance gaps.
- Provides coaching and feedback to increase representative performance.
- Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.
- May occasionally assist the team with quotes or order maintenance.
- Handles customer escalations and follows through to resolution.
- Acts as a liaison between sales and customer service.
- Supports the sales staff through regular meetings and communication.
- Ensures departmental profit goals and operating costs are attained.
- Oversee daily queue management, workload balancing, and task prioritization.
- Ensure timely and accurate processing of customer requests, account setup, credit applications, program enrollments, and documentation.
- Coordinate with Lead Gen, RSS, Sales Reps, and internal departments to ensure smooth handoffs.
- Maintain Standard Operating Procedures (SOPs) for CSS workflows.
- Audit team performance for accuracy, compliance, and turnaround time.
- Track KPIs such as response times, accuracy rates, volume trends, and service‑level adherence.
- Conducts quality monitoring of calls and emails.
- Prepare weekly, monthly, and quarterly summaries for leadership.
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
Mid Level
