Customer Service Specialist II

This Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries. While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.

• →Process new orders based on customer requests.
• →Track open orders to ensure completeness in a prompt manner.
• →Check pricing and verify availability.
• →Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
• →Use a computerized system for tracking, information gathering and/or troubleshooting.
• →Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
• →Refer highly unusual situations to higher authority for review and reconciliation.
• →May be asked to assess needs and suggest/promote alternative products or services.

• Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred.
• Requires at least 2 years related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• 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 general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

• This is an on-site role based in West Columbia, SC (This position is 100% onsite)

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 CandidateAccommodations@Lennox.com.

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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.

Allied Air Enterprises is a division of Lennox International.  We bring together the collective strengths of seven comfort brands – Armstrong Air, AirEase, Concord, Ducane, Allied, Allied Commercial and Magic-Pak to give distributors and dealers the ultimate source for heating and cooling solutions.  From compact residential applications to large commercial projects, Allied Aire Enterprises redefines ease-of-business through breadth of product, resources and competencies unparalleled in the market.

At Allied Air Enterprises, we're proof of how effective good people can be. We've based our entire business on hiring talented, dedicated professionals and giving them the resources needed to thrive. Having the right people can elevate the attitude, ideas, quality and commitment of any facility, and we're proud to say our employees do so every day. The dedication we have for promoting environmental sustainability through innovation is only possible due to our employees’ creativity and their desire to improve the world. We believe they help us create products that are better for homeowners, better for the environment, and better for the professional dealers who install them every day.