Job Description

Company Profile:

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.
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Communication Skills:

Fluent English Proficiency:

As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.

Excellent Verbal and Written Communication:

Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.

Active Listening:

Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.

Cultural Sensitivity:

Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills:

Strong Customer Focus:

Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.

Patience and Professionalism:

Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.

Clear Problem Solving:

Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.

De-escalation Skills:

Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

Problem-Solving Abilities:

A strong ability to analyze issues and provide clear and accurate solutions. Even though it's a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial.

Call Handling Skills:

Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.

Conflict Resolution:

Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.

Product and Company Knowledge:

Basic HVAC Product Knowledge:

Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.

Company Policies and Procedures:

Understanding the company's policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

Technical Skills (Non-Technical):

Salesforce Experience:

Familiarity with Salesforce to log and track customer interactions.*

Basic Computer Skills:

Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.

Multitasking:

Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

Time Management and Organization:

Efficient Call Handling:

Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused.

Task Prioritization:

Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

Soft Skills:

Empathy:

Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued.

Positive Attitude:

Always maintain a positive and solution-oriented approach, even if you don't have immediate answers or resolutions.

Attention to Detail:

Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

Experience

Previous Customer Service Experience:

5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.

Experience in a B2C (Business to Consumer) Setting:

Familiarity with handling consumer inquiries, even if they're not technical in nature, would be an asset.

Shift Assignment:

Ability to Work U.S. Hours:

Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

Qualifications:
Fluent English with excellent verbal and written communication. Strong customer service experience and skills, including patience and problem-solving. Basic HVAC product knowledge and understanding of company policies. Proficiency in CRM tools and basic computer skills. Empathy, positivity, and active listening. * Ability to work U.S. hours and manage shift work