Customer Experience Manager

Lennox National Account Services (NAS); Fort Lauderdale (FL); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Tuition reimbursement

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Short-term disability

Birthing leave (8 weeks)

bonding leave (2 weeks)

Life insurance

Long-term disability

Paid time off

Well-being days

Volunteer day

Holidays

Floating holidays

Job summary

Lennox National Account Services (NAS) seeks an experienced leader to manage and support the service account team, ensuring top-tier customer support for internal and external clients.

The role requires a Bachelor’s degree or equivalent experience, 7+ years in HVAC service or industrial account management with 3+ years in a leadership capacity, and a strong grasp of service contracts, budgets, and CRM systems. Competitive salary and benefits offered.

Qualifications

• Bachelor’s degree in Business, Mechanical Engineering, or related field (or equivalent industry experience).
• 7+ years in HVAC service or industrial account management with 3+ years in leadership.
• Proven ability to manage customer relationships in industrial environments.
• Strong financial acumen with service contracts, cost control, and P&L accountability.

Responsibilities

• Oversee department goals and objectives to ensure they are met.
• Work with Sales to onboard new business per internal processes.
• Continuously improve processes and services to stay best in class.
• Manage department budget, personnel, and day-to-day practices.
• Assist with escalated customer issues and support staff on complex cases.
• Collaborate with account representatives to meet customer needs.

Skills

Leadership

Communication

Financial acumen

Strategic thinking

Multitasking

Education

Bachelor’s degree or equivalent experience

Tools

ServiceTitan

Salesforce

Job description

Lennox National Account Services (NAS), wholly owned by Lennox International, a 120+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 100+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to so we need good people like you, who want to grow and learn. We consistently offer the best of both to all our employees. We are an equal opportunity employer (EEOC).

For information regarding our impressive benefits package, please visit our web site at LII Benefits. We have matching 401(k), comprehensive health and wellness, perks and discounts, pet insurance, free subscriptions and much more! Note: benefits may vary depending on the position and are subject to change.

What Drives Success

The person in this position manages and supports the service account coordinator and representatives by ensuring proper customer support and services are being provided to both internal and external customers.

Duties include, but are not limited to:

• Oversee department goals and objectives to ensure they are met.
• Work closely with Sales to implement and onboard new business according to internal process and practices.
• Continuously finds ways to be “best in class” in the industry by enhancing processes and services.
• Manage and maintain department budget, personnel and day-to-day practices.
• Assist with escalated customer issues.
• Provide support to lower-level staff on non-standard case issues.
• Work closely with account representatives to support customer needs and requests.

What We Are Looking For

• Bachelor’s degree in Business, Mechanical Engineering, or related field (or equivalent industry experience).
• Minimum of 7+ years in HVAC service or industrial account management, including 3+ years in a leadership role.
• Proven ability to manage customer relationships in industrial, commercial, or manufacturing environments.
• Strong financial acumen and understanding of service contract management, cost control, and P&L accountability.
• Excellent communication, leadership, and problem-solving skills.
• Proficient with CRM and service management systems (e.g., ServiceTitan, Salesforce, or similar).
• OSHA safety knowledge and understanding of HVAC systems, components, and service operations preferred.
• Customer-focused with strong relationship-building skills.
• Strategic thinker with operational and financial discipline.
• Strong leadership and team development capabilities.
• Excellent planning, organization, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, service-driven environment.

Compensation:

This is a salaried exempt role. The salary range for this role and market is between $90,000 - $110,000 annually. Factors that may affect the starting salary include geography/market and the individual’s tenure, performance, skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

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, 10 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!

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.