Lennox Manager, Customer Advocacy in Richardson, Texas

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, Asia, and Australia.

Job Description

The Customer Advocacy Manager is responsible for managing the day-to-day contact center operations of the National Accounts Customer Advocacy team. The Customer Advocacy Manager works through supervisors to manage the National Account Advocates workload, evaluate calls and e-mails, audit work, deliver coaching and feedback, and provide guidance and approval as needed. The Customer Advocacy Manager works with the National Account Sales team to review customer feedback, discuss NAA performance, and address any concerns. The Customer Advocacy Manager is focused on continuous improvement of department and team, making adjustments to or creating new procedures when appropriate. All personnel activities, including hiring, training, development, and performance management fall under the scope of the Customer Advocacy Manager.

  • Builds and develops effective teams with a focus on employee engagement

  • Calibrates with supervisors on call and e-mail evaluations to ensure required service levels are met while providing exceptional customer experience

  • Fosters a continuous process improvement environment with emphasis on efficiency and reduction of manual processes

  • Implements effective employee relations strategies to aggressively preserve talent

  • Manages quoting and order processing activities through auditing and reports

Qualifications

Professional

  • Successful, 5+ year track record in customer relations, business management, and/or contact center management

  • Bachelor’s degree required

  • Advanced customer service skills, including communication, de-escalation, and negotiation

  • Project management or process improvement skills desired

Technical

  • Basic understanding of industry and product

  • Knowledge of contact center operations required

  • Proficiency with SAP products a plus

Behavioral

  • Proven ability to coach and develop teams

  • Excellent communication skills, both verbal and written

  • Drives results and addresses performance issues in a timely manner

  • Builds credibility through cross-functional relationships and influences others

Requisition # 2018-14742

Category Customer Service

Shift / Hours Regular

Lennox International is an Equal Opportunity Employer and supports a diverse, inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, transgender status, sexual orientation, national origin, genetics, disability, age, or veteran status.

Applicants with Disabilities

If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at Recruitment@Lennoxintl.com

E-Verify Participation

For jobs located within the United States, LII participates in the Electronic Employment Verification Program known as E-Verify.

Please visit the E-Verify website for more information on this program.