Analyst - Consumer Support

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

Job Overview: We are seeking a highly experienced and dynamic individual to join our Contact Center team as a Social Media and/or Email Representative. This role is ideal for someone with a strong background in consumer service and a deep understanding of social media platforms and email with B2C experience. The successful candidate will be responsible for managing and responding to customer inquiries, feedback, and issues across various social media channels. They will also work to enhance customer satisfaction and uphold the company's brand image

Key Responsibilities:

• Monitor and Respond to Social Media/Email Engagement: Actively manage and respond to customer inquiries, complaints, and feedback on all social media platforms, ensuring timely and professional communication.
• Customer Issue Resolution: Resolve customer issues efficiently by providing accurate information, troubleshooting problems, and escalating matters as needed while maintaining a high level of customer satisfaction.
• Engage with Customers: Create and foster positive engagement with customers across platforms, proactively addressing concerns and promoting brand loyalty.
• Content Moderation: Monitor posts, comments, and messages for appropriateness, ensuring content aligns with company policies and brand voice.
• Collaboration with Teams: Work closely with other teams (marketing, product, and technical support) to systematically escalate issues with relevant stake holders, share feedback, and ensure customer concerns are addressed in a holistic manner.
• Brand Advocacy: Represent the brand’s voice with professionalism and empathy, ensuring consistency in communication and fostering a positive online presence

Qualifications

• Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST
• Proven experience in a high-volume customer service or contact center environment, with a focus on the U.S. consumer segment.
• 5 years of social media experience and/or U.S. based email B2C correspondence.
• Strong understanding of social media platforms (e.g., Facebook, Twitter, Instagram) and tools for social media monitoring and engagement.
• Excellent written and verbal communication skills, with the ability to craft professional and friendly responses tailored to the U.S. audience.
• Highly skilled at problem-solving and conflict resolution, with an ability to maintain composure in challenging situations.
• Ability to manage multiple social media conversations simultaneously while providing personalized attention.
• Experience in managing customer sentiment and driving positive online interactions.
• A strong sense of urgency and attention to detail, ensuring prompt responses and accurate information delivery.
• Tech-savvy with a good understanding of Salesforce and social media management software.
• Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.
• Any Graduate

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