Team Leader - Consumer Support

Role & responsibilities

We are seeking a highly experienced and dynamic individual to join our Contact Center team as a first-tier support Team Leader. This role is ideal for someone with a strong background in servicing consumers/homeowners & who can inspire commitment through communication & influence. The successful candidate will be responsible for managing a team of consumer support analyst who will be handling first tier level consumer inquiries. They will also work to enhance customer satisfaction and uphold the company's brand image.

Preferred candidate profile

1. Fluent English with excellent verbal and written communication.
2. Able to lead a team with responsibility for all daily activities impacting the customer experience.
3. Able to lead a team for success in all metrics by monitoring the customer experience using relevant dashboards, reporting & contact center tools.
4. Manage teams daily work volumes within established deadlines and in accordance with existing policies & procedures.
5. Proficiency in Microsoft Office Suite & CRM Tools
6. Strong customer service experience and skills, including patience and problem-solving.
7. Basic HVAC product knowledge and understanding of company policies is an added advantage.
8. Empathy, positivity, and active listening.
9. Ability to work U.S. hours and manage shift work.

Interested candidates are requested to share their resume to thomas.naveen@lennox.com