NA Strategic Accounts Supervisor

Lennox; Richardson (TX); On-site; USD 76,000 - 101,000; Full time

Benefits offered by this job

Tuition reimbursement

Medical, dental and vision insurance

401(k) retirement plan

Short-term disability insurance

Birthing leave (8 weeks)

Job summary

Lennox in Richardson, TX seeks an experienced Customer Service Lead to run day-to-day operations of a team handling quotes, order maintenance and issue resolution via phone and email. You will monitor calls for quality, review performance data, and coach staff to improve results.

The role includes hiring, training and payroll tasks, coordinating with sales, and ensuring the department meets profit goals while controlling costs.

Qualifications

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 5 years of related experience with advanced customer service, including communication, de-escalation, and negotiation.
• Project management or process improvement skills are desired.
• Basic understanding of the industry and product.
• Knowledge of contact center operations is preferred.

Responsibilities

• Lead day-to-day operations of a team handling quotes, order maintenance, and issue resolution via phone and email.
• Conduct quality monitoring of calls and emails.
• Review reporting to identify performance gaps and coach for improvement.
• Handle personnel activities including hiring, training, payroll, corrective action, and performance evaluation.
• May assist with quotes or order maintenance and manage customer escalations.

Skills

Customer service leadership

Project management

De-escalation & negotiation

Communication

Education

Bachelor's degree

Tools

SAP

Job description

• Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via telephone and email, primarily involved in quoting, order maintenance, and problem resolution.
• Conducts quality monitoring of calls and emails.
• Reviews reporting to identify performance gaps.
• Provides coaching and feedback to increase representative performance.
• Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.
• May occasionally assist the team with quotes or order maintenance.
• Handles customer escalations and follows through to resolution.
• Acts as a liaison between sales and customer service.
• Supports the sales staff through regular meetings and communication.
• Ensures the department meets profit goals and controls operating costs.

What Drives Success

• Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via telephone and email, primarily involved in quoting, order maintenance, and problem resolution.
• Conducts quality monitoring of calls and emails.
• Reviews reporting to identify performance gaps.
• Provides coaching and feedback to increase representative performance.
• Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.
• May occasionally assist the team with quotes or order maintenance.
• Handles customer escalations and follows through to resolution.
• Acts as a liaison between sales and customer service.
• Supports the sales staff through regular meetings and communication.
• Ensures the department meets profit goals and controls operating costs.

What We Are Looking For

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 5 years of related experience. Advanced customer service skills, including communication, de- escalation, and negotiation.
• Project management or process improvement skills desired.
• Basic understanding of the industry and product.
• Knowledge of contact center operations desired.
• Proficiency with SAP products is a plus.
• Ability to train, evaluate, and direct the work of assigned employees.
• Excellent written and verbal communication skills, including effective listening.
• Advanced problem-solving skills and creative thinking.
• Ability to drive results and address performance issues in a timely manner.

What We Offer

Compensation : This is a salaried exempt role. The starting salary range for this role and market is between $76,800 to $100,800 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 an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

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.