Enterprise National Account Advocate

Lennox; Orlando (FL); On-site; USD 58,000 - 76,000; Full time

Benefits offered by this job

Company vehicle and fuel card

10% bonus

Health insurance

Job summary

Lennox in Orlando, FL seeks an Enterprise National Account Advocate (NAA) to support strategic National Account customers onsite and remotely. You will onboard customers, manage orders, inventory, warranty and returns, and coordinate training with internal teams.

You’ll collaborate across operations, sales and care teams to ensure SLAs are met, resolve issues, and drive adoption of programs. Candidates typically have 2+ years in customer/account roles and a degree, with travel up to 50%.

Qualifications

• Associate's Degree required; Bachelor's Degree preferred.
• 2+ years of customer service, account management, branch operations, implementation, sales support, or related experience.
• Experience with National Accounts, customer onboarding, implementation projects, or complex customer environments preferred.

Responsibilities

• Serve as primary contact for assigned National Account customers via in-person, phone, and email.
• Coordinate onboarding activities for successful implementation and adoption of National Account programs.
• Manage customer orders, inventory inquiries, warranty claims, returns, and dispute resolution requests.
• Proactively identify and resolve customer issues and escalate as needed.
• Provide deployment and implementation support for new customer programs and initiatives.
• Coordinate and facilitate operational, sales, and technical training for customers and internal stakeholders.
• Develop and maintain strong relationships with customers, branch operations, sales teams, customer care, and supply chain partners.
• Collaborate with internal teams to meet expectations, SLAs, and milestones.
• Monitor account activity and progress to ensure quality and satisfaction.
• Support process improvements to enhance customer experience and efficiency.
• Maintain records of customer interactions and program activity.

Skills

Customer service

Account management

Relationship management

Multitasking

Verbal & written communication

Collaboration

Bilingual (plus)

Education

Associate's Degree

Bachelor's Degree

Tools

CRM systems

Microsoft Office

Job description

What Drives Success

Under general supervision, the

What Drives Success

Under general supervision, the Enterprise National Account Advocate (NAA) provides onsite and remote customer support for strategic National Account customers while ensuring flawless execution of National Account programs and initiatives. This role serves as a key customer-facing partner responsible for customer onboarding, inventory management, order support, warranty and returns processing, dispute resolution, and coordination of operational and technical training activities.

Key Responsibilities

• Serve as a primary point of contact for assigned National Account customers, providing professional support through in-person interactions, phone, and email communications.
• Coordinate customer onboarding activities to ensure successful implementation and adoption of National Account programs.
• Manage customer orders, inventory inquiries, warranty claims, returns, and dispute resolution requests.
• Proactively identify and resolve customer issues, escalating concerns appropriately to ensure timely and effective resolution.
• Provide deployment and implementation support for new customer programs, products, and initiatives.
• Coordinate and facilitate operational, sales, and technical training for customers and internal stakeholders.
• Develop and maintain strong relationships with customers, branch operations, sales teams, customer care, and supply chain partners.
• Collaborate with internal teams to ensure customer expectations, service level commitments, and implementation milestones are achieved.
• Monitor account activity and implementation progress to ensure execution quality and customer satisfaction.
• Support process improvements and identify opportunities to enhance the customer experience and operational efficiency.
• Maintain accurate records and documentation related to customer interactions, account activity, and program implementation.

Strategic Impact

This role drives the successful execution of National Account programs by ensuring customers receive a consistent, high-quality experience from onboarding through ongoing support. The Enterprise NAA enhances customer satisfaction, strengthens operational alignment, improves implementation success, and contributes to scalable growth across strategic customer partnerships.

Education & Experience

What We Are Looking For

• Associate's Degree required; Bachelor's Degree preferred.
• 2+ years of customer service, account management, branch operations, implementation, sales support, or related experience.
• Experience supporting National Accounts, customer onboarding, implementation projects, or complex customer environments preferred.

Knowledge, Skills & Abilities

• Exceptional customer service and relationship management skills.
• Strong organization and project coordination capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective problem-solving and conflict resolution skills.
• Strong verbal and written communication skills.
• Ability to collaborate cross-functionally and influence without direct authority.
• Detail-oriented with a commitment to accuracy and execution excellence.
• Proficient with Microsoft Office applications and PC-based business systems.
• Ability to learn and navigate order entry, inventory management, and customer relationship management systems.
• Ability to read and interpret technical materials.
• Bilingual communication skills are a plus.

Location/Travel Requirement:

Candidates must currently reside in the Orlando, FL area to be considered for this position and be willing to travel up to 50%. A company vehicle and fuel card are provided for business travel.

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 $57,600 - $75,600 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 10% 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, 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 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].

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.