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.

We are seeking a highly experienced and dynamic individual to join our Contact Center team as a first-tier support Team Leader. This role is ideal for someone with a strong background in servicing consumers/homeowners & who can inspire commitment through communication & influence. The successful candidate will be responsible for managing a team of consumer support analyst who will be handling first tier level consumer inquiries. They will also work to enhance customer satisfaction and uphold the company's brand image.

For a first-tier non-technical consumer support role in a contact center, supporting U.S. consumers of Lennox HVAC products, the qualifications will be more focused on customer service, communication, and basic product specifications.

Previous Customer Service Experience: 12 plus years of experience in any customer-facing role, particularly in a US based contact center environment, is highly valued.

Team Management – At least 4 plus years of working experience as a Team Leader in a contact center environment for US based consumers

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.

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.

Educational Qualifications:

Any Graduate

Post-Graduation Not Required

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.