Supervisor, Consumer Support

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.

Were seeking a Contact Center Supervisor to lead daily operations in a highvolume customer support environment. This role manages agent performance resolves escalations and partners across the business to improve processes and customer experience.

Responsibilities

• Supervise coach and develop a team of contact center agents
• Manage daily operations realtime queue performance and service levels
• Own key KPIs including ACW QA AHT FCR and Customer Charter metrics
• Handle supervisorlevel executivelevel and legal escalations
• Support hiring onboarding and training initiatives
• Collaborate with Product IT Digital Marketing and National Accounts to resolve systemic issues
• Interacts and partners with consumers Field Sales legal marketing management executive leadership and other departments as necessary to respond to consumer concerns escalations and dispute resolution.
• Identify process improvements and lead root cause analysis for recurring issues.
• Contribute to digital support enhancements workflow updates and crossfunctional projects

Qualifications

• Bachelors degree in Business Administration or equivalent experience Dispute Resolution or equivalent experience with at least 3 years B2C contact center experience.
• Strong understanding of contact center KPIs and workforce operations
• Strong analytical and critical thinking skills organized detail-oriented
• Ability to work independently with basic training and minimal supervision
• Comprehensive understanding and use of Microsoft Office products Adobe Acrobat SAP CRM Salesforce
• Excellent listening verbal and written communication skills
• Exceptional organizational and time management skills with high attention to detail
• Experience managing escalations and highvisibility customer cases
• Excellent communication coaching and problemsolving skills
• Ability to work under pressure and manage multiple priorities

Preferred Skills

• Experience with social support tools (Sprout Social BaZaarVoice)
• Background in crossfunctional collaboration with Product IT or Marketing
• HVAC industry knowledge

Technical Skills

• Salesforce (SFDC) Community & Case Management

Compensation:This is a salaried exempt role. The starting salary range for this role and market is between $66000 -$86100 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 an annual bonus in accordance with the terms of the Companys applicable plan. Employees in this role are not eligible for overtime.

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 members 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 youll 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.

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