HVAC Support Specialist — Customer Care & Orders

Lennox International; Jackson (MI); On-site; USD 44,000 - 55,000; Full time

Job summary

Lennox International is seeking a Customer Service Representative to handle incoming calls and emails, process orders, verify pricing and availability, and troubleshoot routine issues using multiple company systems. You will reference published materials and coordinate with senior staff as needed.

The role emphasizes customer service over selling, requires a high school diploma or equivalent, strong written and verbal communication, and the ability to learn HVAC terminology to assist customers

Qualifications

• Requires a high school diploma or an equivalent combination of education and experience.
• Excellent written and verbal communication skills, including effective listening.
• 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 limited knowledge of the organization, products, and/or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Responsibilities

• Processes new orders based on customer requests.
• Tracks open orders to ensure completeness in a prompt manner.
• Checks pricing and verifies availability.
• Reviews and troubleshoots customer problems and initiates standard action for repair as guided by customer service policies.
• Uses multiple computerized system for tracking, information gathering, and/or troubleshooting.
• Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Customer service is the primary function and includes minimal selling or promotion of products or services.
• Basic understanding of technical HVAC for parts identification, system matching, and general knowledge to assist the customer with orders.

Skills

Excellent written and verbal comms

Learn technical terminology

Multitask in fast-paced env

Attention to detail

Education

High school diploma or equivalent

Higher education preferred

Tools

Computerized data entry systems

Job description

Lennox International is seeking a Customer Service Representative to handle incoming calls and emails, process orders, verify pricing and availability, and troubleshoot routine issues using multiple company systems. You will reference published materials and coordinate with senior staff as needed.

The role emphasizes customer service over selling, requires a high school diploma or equivalent, strong written and verbal communication, and the ability to learn HVAC terminology to assist customers