Company Profile:
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.
Job Description:
This role is a great opportunity to be a part of Lennox Customer Service group.
- Process warranty claims: Review, validate, and approve or deny warranty claims.
- Customer support: Assist customers/stakeholders with inquiries related to product warranties, repairs, or replacements.
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Data entry: Maintain accurate records of warranty claims, validate duplicate claims.
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Communication: Respond promptly to customer inquiries via email.
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Policy enforcement: Ensure all warranty processes comply with company and manufacturer guidelines.
Process Warranty Claims:
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Receive, review, and validate warranty claims from customers or dealers.
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Ensure all required documentation and information is provided.
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Approve or reject claims based on warranty terms and company policies.
Customer Support:
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Respond to customer inquiries related to warranties, repairs, or replacements.
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Provide clear information about warranty coverage, timelines, and procedures.
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Handle complaints or escalations professionally and efficiently.
Analyze Warranty Trends:
Track frequent issues or recurring defects
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Share insights with quality assurance teams to improve efficiency and quality of service delivery.
Ensure Policy Compliance:
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Follow manufacturer and company warranty policies strictly.
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Stay updated on product changes, warranty terms, and company guidelines.
Support Returns and Replacements:
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Arrange for product returns, repairs, or replacements when claims are approved.
Monitor and follow up on pending claims or incomplete transactions
Qualifications:
Qualification & Experience
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A bachelor’s degree with 3 to 8 years’ experience in a customer-facing role (training provided)
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Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office
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Excellent written and verbal communication skills, including effective listening skills.
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Understanding of technical terminology.
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Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial.
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Able to make recommendations and take proactive approach.
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Requires general knowledge of the organization, and thorough knowledge of company products and services.
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Requires ability to navigate a computerized data entry system or other relevant applications.
Ability to build and foster professional relationships
Must Have
Desired Skill:
Field Service Backoffice process
