Lennox Customer Service Supervisor in Richardson, Texas

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, Asia, and Australia.

Job Description

  • Manages a team of representatives handling customer service requests and issues via the telephone and email.

  • Primary representative activities include quoting, order maintenance, and problem resolution.

  • Conducts quality monitoring of calls and emails.

  • 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 evaluation of performance.

  • 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.

Qualifications

  • Requires a bachelor's degree and at least 5 years related experience.

  • Excellent written and verbal communication skills, including effective listening skills.

  • Requires knowledge of the organization, systems, products, and services, as well as advanced problem solving.

  • Must be able to train, evaluate and direct the work of assigned employees.

Requisition # 2018-13714

Category Customer Service

Shift / Hours Regular

Lennox International is an Equal Opportunity Employer and supports a diverse, inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, transgender status, sexual orientation, national origin, genetics, disability, age, or veteran status.

Applicants with Disabilities

If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at Recruitment@Lennoxintl.com

E-Verify Participation

For jobs located within the United States, LII participates in the Electronic Employment Verification Program known as E-Verify.

Please visit the E-Verify website for more information on this program.