Customer Success Advocate

Overview

Lennox (NYSE : LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation.

Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

Job Description

Our Core Values of Integrity, Respect and Excellence are more than just what we say, they are what we do!

WHAT YOU’LL BE DOING

Under limited supervision, provide sales support to Residential National Account Customers through inbound calls and email inquiries.

Fulfills customer needs for order placement, order maintenance and warranty claims. Customer contacts are non-routine and require deviation from standard screens, scripts, and procedures.

Duties include, but are not limited to :

• Handles incoming customer calls and email inquiries to fulfill customer needs which may require extensive research an advance problem solving.
• Processes new orders based on customer requests.
• Process warranty claims based on customer requests.
• Tracks open orders and warranty claims to ensure completeness in a prompt manner.
• Checks pricing and verifies availability of product.
• Assess customer needs and suggest / promote alternative products or services.
• Coordinates with a wide variety of functions within the company and act as a liaison for customers during pre and post delivery times.
• Provides direction and guidance to less experienced team members.
• Recognizes and recommends areas needing improvement.

This position is posted as a level II but the level may be raised to a III for a candidate with commensurate experience / skills.

WHAT DRIVES SUCCESS :

Having the right qualifications is only a part of what it takes to be a successful employee. At Lennox International, we believe in following a set of behaviors and competencies to achieve your full potential.

In this position, it is vital that you embody these core competencies :

• Situational Adaptability : You flex your approach and demeanor to suit various scenarios. You successfully shift gears as new developments and competing priorities arise balancing routine tasks, urgent action items, and long-term projects is second nature for you.
• Decision Quality : You make thoughtful and timely decisions with the best interest of the organization in mind, prioritizing and organizing key deliverables and ensuring stakeholder buy in.
• Drives Results : You show pride in getting the job done with a bias for action, going above and beyond to ensure your responsibilities have been met.

During high pressure moments, you work diligently to meet deadlines and show value in your work.

The Compensation range for this position is approximately $43,200 - $56,700 and will be based on the candidate’s qualification, experience, and education.

Qualifications

WHAT WE ARE LOOKING FOR :

Ed ucation and Experience :

• Requires a high school diploma or equivalent Bachelor’s degree preferred.
• Must have a minimum 1 year of experience or a combination of education and experience.

M u st also have the following demonstrated knowledge, skills, and abilities :

• Requires ability to navigate a computerized data entry system and other relevant applications, including SAP and other Lennox internal systems.
• Excellent written and verbal communication skills, including effective listening, collaboration and relationship building skills.
• Must be able to work in a fast-paced goal-oriented environmen Able to handle multiple tasks, stay organized, and focused on details.
• Requires extensive knowledge of Lennox organizational structure and teams, HVAC products and parts, and Lennox services.

Ability to learn and understand technical terminology.

WE VALUE DIVERSITY

We believe that diversity and inclusion is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Our goal is to build workplaces that reflect the communities where we live and work, support the growth and development of each team member as they strive to reach their full potential, and empower them to be their authentic selves.

Lennox is an equal opportunity employer.

WHAT WE OFFER :

Lennox offers employees a variety of flexible work options. This position is a hybrid role working Monday through Thursday in the office with the option to work on Friday at home.

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401k with company matching
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program
• And much, much more!
30+ days ago