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Customer Service Team Manager
1 month ago
Job Overview
The Customer Service Team Manager is responsible for leading a team of representatives in handling customer inquiries and resolving problems.
About Us
Lennox Industries is a leading manufacturer of heating, ventilation, and air conditioning (HVAC) products.
Salary Information
We offer a competitive salary range of $85,000 - $115,000 per year, depending on experience.
Job Description
- Evaluate and process basic customer email and online inquiries for price, availability, order placement, and return goods authorizations.
- Responsible for the day-to-day operations of a team of representatives that handles customer service inquiries and problems.
- Take charge of the day-to-day application of organizational policies and procedures and serve as a liaison with key customers to resolve problems and discrepancies.
- Plan, direct, supervise, and evaluate work flow.
- DIRECT AND COORDINATE STAFF INVOLVED IN A VARIETY OF ACTIVITIES, SUCH AS ORDER PROCESSING, CONSUMER RELATIONS, SALES SUPPORT, REVIEWING WARRANTY CLAIMS AND PROBLEMS, PROCESSING CUSTOMER RETURNS AND EXCHANGES AND EXPEDITING SERVICE AND REPAIRS.
- Coordinate work activities to achieve the volume expected to meet operational requirements.
- Recognize and recommend operational improvements.
Required Skills and Qualifications
- Any degree
- 10-15 years of experience in customer service operations, 5 – 6 years in leadership
- Excellent written and verbal communication skills
- Ability to learn and understand basic HVAC terminology
- Prior experience and ability to navigate SAP, Salesforce, MS Office,
- Able to meet SLA requirements.
- Desire to learn (professional and personal development)
- Ability to manage the team independently
- Multi-tasking and attention to details
- Ability to work closely with personnel from various departments and all levels of management.
- Effective verbal and written communication skills.
BENEFITS
We offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
Location
This position is based in our headquarters in [location].
