Lennox Customer Service Specialist in Stone Mountain, Georgia

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

This specialist is responsible for handling a variety of incoming customer calls and fulfilling customer needs to ensure customer satisfaction. Calls are non-routine and require deviation from standard screens, scripts and procedures. The specialist may need to respond to e-mail inquiries.

While providing outstanding customer service is the primary function, the specialist may also need to provide minimal selling or promotion of products and services

Duties include, but are not limited to:

  • Handle situations that may require adaptation of response or extensive research according to customer response.

  • Resolve problems escalated through lower staff levels.

  • Coordinate with a wide variety of functions within the company and provide liaison with customers during post delivery times.

  • Review warranty claims, discuss product capabilities and problems in light of customer needs, and provide special pricing for non-standard warranty items and repairs.

  • Resolve problems and discrepancies regarding shortages, over shipments, defective products, repairs and the like.

  • Resolve return credit problems.

  • Use computerized system for tracking, information gathering and/or troubleshooting.

  • The specialist may be asked to perform activities within product service, repair, consumer relations, warranty claims and similar areas and provide work leadership to lower level customer service staff.

  • The person in this position may also need to assess needs and suggest/promote alternative products or services.

Qualifications

  • Requires a high school diploma or an equivalent combination of education and experience.

  • A bachelor's degree or equivalent is preferred.

  • Requires at least 4 years related experience.

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

  • Ability to learn and understand technical terminology.

  • Must be able to work in a fast-paced goal-oriented environment.

  • Able to handle multiple tasks, stay organized, and focused on details.

  • Requires extensive knowledge of the organization, products and services.

  • May require advanced problem solving.

  • Requires ability to navigate a computerized data entry system or other relevant applications.

Requisition # 2018-14199

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.