Analyst - Consumer Support

Job description

Company Profile 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.

Job Description

Communication Skills: Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.

Excellent Verbal and Written Communication

Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.

Active Listening

Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.

Cultural Sensitivity

Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills

Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.

Patience and Professionalism

Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.

Clear Problem Solving

Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.

De-escalation Skills

Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

Problem-Solving Abilities

A strong ability to analyze issues and provide clear and accurate solutions. Even though it’s a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial.

Call Handling Skills

Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.

Conflict Resolution

Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.

Product and Company Knowledge

Basic HVAC Product Knowledge: Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.

Company Policies and Procedures

Understanding the company’s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

Technical Skills (Non-Technical)

Salesforce Experience: Familiarity with Salesforce to log and track customer interactions .

Basic Computer Skills

Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.

Multitasking

Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

Time Management and Organization

Efficient Call Handling: Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused.

Task Prioritization

Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

Soft Skills

Empathy: Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued.

Positive Attitude

Always maintain a positive and solution-oriented approach, even if you don’t have immediate answers or resolutions.

Attention to Detail

Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

Qualifications

Experience Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.

Experience in a B2C (Business to Consumer) Setting

Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.

Shift Assignment

Ability to Work U.S.

Hours

Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.