Consumer Support Consultant

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Under general supervision, this mid-level position handles a variety of incoming consumer inquiries on Residential products through a Contact Center. This position responds to questions and requests for information regarding Lennox products and dealers in order to provide the best customer experience possible.

• Professionally responds to pre-sales and/or post-sales questions from consumers of residential equipment.

• Interprets and explains the terms of product warranties.

• Provides product information to the consumer that may include discussing the differences in products, product capabilities and features and benefits.

• Provide product documentation to consumer if requested.

• Guide the consumer to the dealer if dealer services are required.

• Document the call information into the call-tracking database in the event additional follow-up is required.

• Identifies and helps implement process improvements.

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

• Excellent verbal, listening and written communication skills.

• Strong customer service skills.

• Ability to handle and diffuse difficult customer situations.

• The ability to provide assistance in a fast paced environment.

• Ability to learn, understand and convey technical information.

• Ability to multitask to handle and prioritize multiple technical requests.

• Proficient in Microsoft Office Suite.

• Experience with SAP is beneficial but not mandatory.

• Experience with SalesForce is beneficial but not mandatory.