Strategic Accounts Operations Lead

Lennox; Richardson (TX); Sur place; USD 76 000 - 101 000; Plein temps

Avantages offerts par ce poste

Tuition reimbursement

Medical, dental and vision insurance

401(k) retirement plan

Short-term disability insurance

Birthing leave (8 weeks)

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service leadership

Project management

De-escalation & negotiation

Communication

Formation

Bachelor's degree

Outils

SAP

Description du poste

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.