Customer Experience Quality Specialist

Lennox International

Stuttgart (AR)

On-site

USD 57,000 - 75,000

Full time

14 days+

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Benefits offered by this job

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 disabilityinsurance

12 days paid time off

2 paid well-being days

1 paid volunteer day

12 paid holidays

3 floating holidays per year

Job summary

Lennox International seeks a Customer Service Quality Specialist to monitor and evaluate customer service interactions, deliver feedback for coaching, and drive continuous improvement. You will document quality trends and assist management in identifying opportunities for enhancements.

The role collaborates with Operations, Engineering, Supply Chain, and Customer Service to boost customer satisfaction. Willingness to travel ~20% is required and a high school diploma plus relevant experience is

Qualifications

Excellent written and verbal communication skills.
High school diploma or equivalent combination of education and experience.
At least 4 years of related experience.
Extensive knowledge of the organization's products and services.
Knowledge of customer service principles and processes, including customer needs assessment, quality standards, and customer satisfaction evaluation.

Responsibilities

Monitor and evaluate inbound and/or outbound customer service calls.
Document quality observations, performance measures, and areas for improvement.
Provide feedback to support coaching and employee development.
Assist with the formal education and feedback process for customer service representatives.
Help develop and maintain call monitoring standards.
Serve as a subject matter expert when needed.
Provide quality-related information and recommendations to management.
Work closely with Operations, Engineering, Supply Chain, and Customer Service to improve customer satisfaction.
Participate in problem-solving activities using 8D, 5 Why, Fishbone, and other quality methodologies
Monitor customer quality KPIs including complaints, PPM, warranty trends, and response time.
Travel approximately 20% to customer sites, distribution centers, suppliers, or other company locations as required.
Verify effectiveness of corrective and preventive actions.