Customer Service Representative

Lennox; Bay Shore (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Lennox is seeking a Customer Service Representative to serve as the first point of contact for customers via phone and email in a full-time onsite role in New York. You will handle product information, pricing, order status, billing, returns, and credits while building a knowledge base of evolving products.

You will troubleshoot issues, maintain accurate customer records, support the sales team, and coordinate with Shipping, Production, Purchasing and Technical Service.

Qualifications

• Minimum of three years of related experience in customer service, inside sales support, order management, or a related field.
• Retail experience alone does not satisfy the related experience requirement.

Responsibilities

• Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email.
• Provide information about the products and services, pricing, order status, billing, returns and credits.
• Troubleshoot and resolve product issues and concerns.
• Document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Ensure accurate and timely distributor order processing.
• Confirming pricing, item number/description and quantities are correct.
• Ability to research issues independently to determine root cause and corrective action needed.
• Demonstrate follow up action with customers, distributors, sales force, and end users.
• Provide continuous and responsive support to sales force.
• Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service.
• Shared reception responsibilities.
• Heavy filing, contract updates, data entry backup, special projects as needed.
• Other duties as assigned.

Skills

Strong interpersonal skills

Written communication

Verbal communication

Organizational skills

Problem solving

Research skills

Attention to detail

Teamwork

Customer service mindset

Education

High School Diploma or equivalent

Tools

Microsoft 365

Job description

What Drives Success

The primary functions of the Customer Service Representative are to assist internal and external customers by providing product and service information and resolving customer issues.

Job Duties

• Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email.


• Provide information about the products and services, pricing, order status, billing, returns and credits.


• Troubleshoot and resolve product issues and concerns.


• Document and update customer records based on interactions.


• Develop and maintain a knowledge base of the evolving products and services.


• Ensure accurate and timely distributor order processing.


• Confirming pricing, item number/description and quantities are correct.


• Ability to research issues independently to determine root cause and corrective action needed.


• Demonstrate follow up action with customers, distributors, sales force, and end users.


• Provide continuous and responsive support to sales force.


• Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service.


• Shared reception responsibilities.


• Heavy filing, contract updates, data entry backup, special projects as needed.


• Other duties as assigned.

Skills & Qualifications

• Strong interpersonal, written, and verbal communication skills.


• Strong organizational skills with the ability to prioritize multiple responsibilities and effectively manage competing deadlines.


• Strong problem-solving and research skills with the ability to identify and resolve issues independently.


• Ability to work efficiently and effectively under pressure in a fast-paced environment.


• Ability to establish and maintain positive working relationships with customers, distributors, and internal teams.


• Proficiency in Microsoft 365 applications.


• Strong attention to detail and accuracy, particularly when processing orders and maintaining customer information.


• Positive and professional demeanor when interacting with internal and external customers.


• Ability to work effectively both independently and as part of a team.


• This is an onsite position with a regular work schedule of Monday through Friday, 8:00am to 5:00pm.

Education

• High School Diploma or equivalent

Experience

• Minimum of three years of related experience in customer service, inside sales support, order management, or a related field.


• Retail experience alone does not satisfy the related experience requirement.

Physical Requirements

• Ability to remain seated for prolonged periods of time.


• Ability to regularly use a computer, keyboard, mouse, telephone, and monitor for prolonged periods of time.


• Manual dexterity, coordination, and visual ability necessary to perform computer-based and administrative work.

What We Offer

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact [e-mail].

Who We Are

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