Consumer Support Consultant

Mid-Level Contact Center Position

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.

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 $45,000-$58,800 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!