Analyst - Consumer Support

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 members contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Experience

• 5 – 10 years in an international voice process - contact center environment
• Handled customers from various industries (medical, Mortgage, Industrial etc)
• Has experience in handling irate customers, handling product related queries etc

• Deliver clear, fluent, and professional communication with strong active listening

and cultural awareness.

• Provide first-level support for product inquiries, warranty questions, and basic

HVAC-related issues (training provided).

• Accurately log cases in CRM tool while multitasking during live calls.
• De-escalate challenging situations and ensure a positive customer experience.
• Prioritize and manage high-volume inquiries with strong organization and time

management.

Skills & Competencies

• Written & Verbal Communication: Excellent communication skills are a must.

Effectively communicate complex information to both technical and non-technical

audiences.

• Strong customer focus, empathy, patience, and conflict-resolution skills.

• Ability to work U.S. business hours (8:00 AM – 6:00 PM CST).
• Any graduate
• Proven 5 + years of experience handling calls in an international contact center