Supervisor, Residential Sales Support

Lennox International•Richardson, TX

19h•$80,000 - $106,000

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. 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.

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.
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

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.
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.