Manager, Strategic Account Services

2 weeks ago

Fort Lauderdale, Florida, United States Lennox International Inc Full time

Company Overview:

Lennox National Account Services (NAS), a subsidiary of Lennox International, is a leading entity in the Heating, Ventilation, and Air Conditioning (HVAC) sector with over 120 years of experience. We are a prominent player in the commercial HVAC maintenance and service industry, operating more than 100 offices across the continental United States and continuing to expand.

Our ambitious growth plan aims to double our branch offices and significantly enhance our annual revenue in the next five years. We are committed to fostering a workplace that promotes growth and learning for our employees. As an equal opportunity employer (EEOC), we welcome diverse talents to join our team.

Employee Benefits:

To learn more about our comprehensive benefits package, please visit our website at LII Benefits. Our offerings include a matching 401(k), extensive health and wellness programs, various perks and discounts, pet insurance, free subscriptions, and much more. Note that benefits may vary based on the position and are subject to change.

Position Overview:
The individual in this role will lead the strategic account department and its team. This department collaborates closely with the commercial equipment team to manage warranty, quality, and service solutions for new equipment. The primary responsibility is to ensure that exceptional customer support and services are delivered to both internal and external clients.

Key Responsibilities:

  • Oversee departmental objectives and ensure they are achieved.
  • Collaborate with the commercial equipment team to uphold quality and service standards for the Lennox brand.
  • Continuously seek improvements to enhance processes and services, aiming for industry leadership.
  • Manage the department's budget, personnel, and daily operations.
  • Assist in resolving escalated customer concerns.
  • Provide guidance and support to the dedicated account coordinator.
  • Work closely with field managers and technicians to address customer needs and requests.

Qualifications:
• Associate Degree or equivalent combination of education and experience.
• Minimum of 5 years of experience in Customer Service.
• HVAC knowledge is highly preferred.
• Exceptional written and verbal communication skills, including effective listening abilities.
• Proven skills in relationship building, listening, persuasion, and negotiation.
• Comprehensive understanding of customer service principles and processes, including needs assessment, quality standards, and customer satisfaction evaluation.
• In-depth knowledge of the organization, its products, and services.
• Proficient in Microsoft Office applications.
• Ability to thrive in a fast-paced, goal-oriented environment.

Commitment to Diversity:
At Lennox, we recognize that diversity and inclusion are vital to our success as a global organization. We strive to recruit, develop, and retain talented individuals from a diverse candidate pool. Our goal is to create workplaces that reflect the communities we serve, support the growth and development of each team member, and empower them to be their authentic selves. Lennox is proud to be an equal opportunity employer.

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