Consumer Support Consultant I

Job Title

HVAC Contact Center Representative

Job Description

Works independently to handle a variety of incoming consumer inquiries on Residential HVAC products through a Contact Center. This position responds to questions and requests for information regarding products and dealers to provide the best customer experience possible.

Duties

Duties include, but are not limited to:

• 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
• May assess needs and suggest/promote alternative products or services
• Guide the consumer to the dealer if dealer services are required

Qualifications

Requires a high school diploma or equivalent. Entry level. Bachelor's degree preferred.

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

• Must be able to work in a fast-paced goal-oriented environment
• Excellent written and verbal communication skills, including effective listening skills
• Excellent presentation and customer service skills
• Excellent analytical and troubleshooting skills
• Excellent ability to handle and diffuse difficult customer situations
• Ability to multitask and prioritize multiple technical requests
• Proficient in Microsoft Office Suite. Experience with SAP is preferred

Compensation

This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $41,600 - $54,600 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company's applicable plan.

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, 12 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.

Lennox International