Customer Experience Specialist

Overview
Lennox National Account Services (NAS), wholly owned by Lennox International, is a major national player in the Commercial HVAC maintenance and service industry. NAS has 100+ offices throughout the continental United States and is expanding. We are an equal opportunity employer (EEOC).

What Drives Success
Duties include, but are not limited to:

Develops and maintains favorable relationships with new and existing clients in order to increase revenue

Under minimal supervision, handles incoming customer requests and fulfills customer needs to ensure customer satisfaction

Monitors open orders to ensure completeness in a prompt manner

Ensures proper pricing and provides proposals on new services

Reviews and troubleshoots customer problems and initiates standard action with field service as guided by customer contract

Uses computerized system for tracking, information gathering, and reporting

Provides support to lower level staff on non-standard case issues

Refers highly unusual situations to higher authority for review and reconciliation

Makes assessments and suggests/promotes alternative products or services

Customer support is the primary function, but may include minimal selling or promotion of products or services

Responsible for creating and managing daily customer quotations

Manages quote follow-up process including weekly open quote reports, updating CRM to reflect quote status

Assists in credit and collection activities

Provides reports proactively to show data necessary for account growth opportunities

Some travel required

Qualifications
Requires an associates degree or equivalent and a minimum 2 years related experience. Bachelor’s degree strongly preferred.

Excellent written and verbal communication skills, including effective listening skills

Understanding of technical terminology

Strong knowledge of Microsoft Office products — Excel, Word, etc

Ability to work in a fast-paced, goal-oriented environment

Ability to handle multiple tasks, stay organized, and focus on details

Ability to make recommendations and take a proactive approach

General knowledge of the organization and thorough knowledge of company products and services

Ability to navigate a computerized data entry system or other relevant applications

Ability to build and foster relationships

What We Offer
Compensation
This is a salaried exempt role. The salary range for this role and market is between

$65,000 - $75,000

annually. Factors that may affect the starting salary include geography/market and the individual’s tenure, performance, skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits
Subject to applicable eligibility requirements, the following benefits are offered for this role: 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. Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 10 paid holidays, and 3 floating holidays per year.

Our Culture
At Lennox, core values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. Lennox is an equal opportunity employer committed to recruiting, developing, and retaining talented individuals from diverse backgrounds, ensuring everyone has the opportunity to succeed and contribute to our continued growth and success.

Disclaimers
The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

#J-18808-Ljbffr