Supervisor, Customer Advocacy

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers. We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

Job Description

Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via the telephone and email primarily involved in quoting, order maintenance, and problem resolution.

Conducts quality monitoring of calls and emails. Reviews reporting to identify performance gaps. Provides coaching and feedback to increase representative performance. Handles personnel activities, including hiring, training, development, payroll, corrective action, and evaluation of performance. May occasionally assist the team with quotes or order maintenance. Handles customer escalations and follows through to resolution. Acts as a liaison between sales and customer service. Supports the sales staff through regular meetings and communication. Ensures departmental profit goals and operating costs are attained.

Qualifications

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 5 years related experience.Advanced customer service skills, including communication, de- escalation, and negotiation. Project management or process improvement skills desired. Basic understanding of industry and product. Knowledge of contact center operations desired. Proficiency with SAP products a plus. Ability to train, evaluate and direct the work of assigned employees. Excellent written and verbal communication skills, including effective listening. Advanced problem solving skills and creative thinking. Ability to drive results and address performance issues in a timely manner.

Posted
10/06/2021
Type
Full time
Salary Range
$40,000.00 - 65,000.00
per Year
Salary range estimated by
Location
Richardson, TX 75080, US
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