Lennox Manager, Customer Service 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.

Heatcraft Worldwide Refrigeration is a long-standing leader in the world of commercial refrigeration, providing climate-control solutions to customers in more than 70 countries. Their state-of-the-art manufacturing facilities in the cities of Stone Mountain, Columbus and Tifton, Georgia, produce evaporators, condensers, compressor racks, merchandise display cases and other top-quality refrigeration products for their six market-leading brands: Bohn, Larkin, Climate Control, Chandler, Kysor/Warren and InterLink. Heatcraft products are primarily used to preserve food and other perishables in supermarkets, convenience stores, restaurants, warehouses and distribution centers, in addition to other applications such as data centers, pharmaceutical and industrial process cooling.

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, and Europe.

Job Description

Manages first line supervisors that are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail. May also manage customer service representatives employees directly.

  • Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.

  • Establishes, implements, and maintains administrative and technical procedures to provide responsive after-sales service to customers.

  • Develops service policies, rates, schedules, procedures and methods.

  • Provides for the maintenance and review of service records to determine product reliability, service costs, spares requirements and the like.

  • Ensures the volume of work produced meets product/service standards and exceeds quality standards.

  • Ensures that departmental operating costs and profit goals are attained.

  • Approves personnel activities concerning hiring, training, development, and evaluation of staff performance.

  • May develop and recommend manpower plans, operational budgets, capita equipment, inventory requirements and the like in order to manage and control the customer service organization in an independent manner.

  • May build industry relations communicating technologies and operational concerns through industry networking.

  • May manage order-processing activities through subordinate supervisory levels.

Qualifications

Requires a bachelor's degree or an equivalent combination of education

and experience. Requires at least 8 years related experience. Requires

at least 3 years experience as a manager.

Excellent written, Microsoft Office knowledge and verbal communication skills, including effective

listening skills. Requires extensive knowledge of the organization,

products and services. May require advanced problem solving. Must be

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

Requires ability to establish policies and manage business and operational aspects of assigned call center.

Requisition # 2019-17521

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.