Customer Experience Specialist

Who We Are

Lennox National Account Services (NAS), wholly owned by Lennox International, a 120+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 100+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to so we need good people like you, who want to grow and learn. We consistently offer the best of both to all our employees. We are an equal opportunity employer (EEOC).

 

Benefits:

For information regarding our impressive benefits package, please visit our web site at LII Benefits.  We have matching 401(k), comprehensive health and wellness, perks and discounts, pet insurance, free subscriptions and much more! Note: benefits may vary depending on the position and are subject to change.

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 proposal 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.
• May assess needs and suggest/promote 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 

What We Are Looking For

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

 

Must also have the following demonstrated knowledge, skills, and abilities:

• Excellent written and verbal communication skills, including effective listening skills.
• Understanding of technical terminology.
• Strong knowledge of Microsoft Office products- Excel, Word, etc.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Able to make recommendations and take proactive approach.
• Requires general knowledge of the organization, and thorough knowledge of company products and services.
• Requires 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 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, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization.  They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

 

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.