Customer Service Specialist II

Lennox International; West Columbia (SC); On-site; USD 38,000 - 49,000; Full time

Benefits offered by this job

Bonus eligibility

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off and holidays

Job summary

Lennox International in West Columbia, SC is seeking a Specialist to handle incoming customer calls and fulfill needs to ensure satisfaction. The role involves routine requests and some email inquiries, with opportunities to promote products.

You will process new orders, track open orders, verify pricing, and troubleshoot issues according to policies. It is an on-site position offering a competitive salary and comprehensive benefits.

Qualifications

• Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred.
• Requires at least 2 years related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.

Responsibilities

• Process new orders based on customer requests.
• Track open orders to ensure completeness in a prompt manner.
• Check pricing and verify availability.
• Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
• Use a computerized system for tracking, information gathering and/or troubleshooting.
• Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
• Refer highly unusual situations to higher authority for review and reconciliation.
• May be asked to assess needs and suggest/promote alternative products or services.

Skills

Customer service

Communication skills

Technical terminology

Multitasking

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

What Drives Success

What You’ll Be Doing:

This Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries. While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.

• Process new orders based on customer requests.
• Track open orders to ensure completeness in a prompt manner.
• Check pricing and verify availability.
• Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
• Use a computerized system for tracking, information gathering and/or troubleshooting.
• Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
• Refer highly unusual situations to higher authority for review and reconciliation.
• May be asked to assess needs and suggest/promote alternative products or services.

What We Are Looking For

• Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred.
• Requires at least 2 years related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Requires general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Other Work Requirements

• This is an on‑site role based in West Columbia, SC (This position is 100% onsite)

What We Offer

Compensation: This is a salaried non‑exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $38,000 - $49,350 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 a bonus in accordance with the terms of the Company’s applicable plan.

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, 14 paid holidays, and 1 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.

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].

#LI-AB2

#LI-onsite

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.

Allied Air Enterprises is a division of Lennox International. We bring together the collective strengths of seven comfort brands – Armstrong Air, AirEase, Concord, Ducane, Allied, Allied Commercial and Magic‑Pak to give distributors and dealers the ultimate source for heating and cooling solutions. From compact residential applications to large commercial projects, Allied Aire Enterprises redefines ease‑of‑business through breadth of product, resources and competencies unparalleled in the market.

At Allied Air Enterprises, we’re proof of how effective good people can be. We’ve based our entire business on hiring talented, dedicated professionals and giving them the resources needed to thrive. Having the right people can elevate the attitude, ideas, quality and commitment of any facility, and we’re proud to say our employees do so every day. The dedication we have for promoting environmental sustainability through innovation is only possible due to our employees’ creativity and their desire to improve the world. We believe they help us create products that are better for homeowners, better for the environment, and better for the professional dealers who install them every day.