Lennox Service Account Manager in Phoenix, Arizona

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.

National Account Services (NAS) , wholly owned by Lennox International, a 100+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 80+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to do that we need good people like you, who want to grow and learn. We consistently offer the best of both to all of our employees.

Job Description

General Summary:

Develops and maintains favorable relationships with key customer account. Under minimal supervision, handles incoming customer requests and fulfills customer needs with a sense of urgency to ensure customer satisfaction.

Duties include, but are not limited to:

  • Monitors open orders to ensure completeness in a prompt manner.

  • Ensures proper pricing and provides proposal on new services.

  • Reviews and troubleshoots customer problems and initiates standard action with field service as guided by customer contract.

  • Responds to e-mail inquiries and phone calls to ensure optimum service is provided.

  • Uses computerized system for tracking, information gathering, and reporting.

  • Provides support to lower level staff on non-standard case issues to resolution

  • Refers highly unusual situations to higher authority for review and reconciliation.

  • Assess needs and suggest/promote alternative products or services.

  • Customer support is the primary function, but will include minimal selling or promotion of products or services.

  • Manages quote follow-up process including weekly open quote reports, updating CRM to reflect quote status

  • Assists in credit and collection activities.

  • Discuss performance reporting and analysis. May include travel to customer

  • Management of customer identified KPI’s (Key Performance Indicators).

  • Review customer invoicing to insure consistent pricing methods and contract compliance.

  • Maintain pending work/proposal file for regular follow-up.

  • At a minimum meet with National Account Customer once a month to review receivables and pending work.

  • Cooperate on interdepartmental projects within established account base.

Qualifications

Education and Experience:

Bachelor’s degree strongly preferred and a minimum 2 years related experience.

HVAC knowledge strongly preferred

Ability to travel occasionally

Flexible and available on nights and weekends

Must also have the following demonstrated knowledge, skills, and abilities:

Excellent written and verbal communication skills, including effective listening skills. Understanding of 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. Able to make recommendations and take proactive approach.

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. Ability to build and foster relationships.

Requisition # 2018-14520

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.