Team Leader - Consumer Support

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 companys brand image.

For a first-tier non-technical consumer support role in a contact center, supporting U.S. consumers of Lennox HVAC products, the qualifications will be more focused on customer service, communication, and basic product specifications.

Previous Customer Service Experience: 12 plus years of experience in any customer-facing role, particularly in a US based contact center environment, is highly valued.

Team Management At least 4 plus years of working experience as a Team Leader in a contact center environment for US based consumers

Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they re not technical in nature, would be an asset.

Ability to Work U.S. Hours: Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

Educational Qualifications:

Any Graduate

Post-Graduation Not Required

Communication Skills:

Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.

Excellent Verbal and Written Communication: Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.

Active Listening: Good listening skills are important to understand the customers concerns and guide them appropriately through non-technical solutions.

Cultural Sensitivity: Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills:

Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.

Patience and Professionalism: Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.

Clear Problem Solving: Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.

De-escalation Skills: Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

Problem-Solving Abilities: A strong ability to analyze issues and provide clear and accurate solutions. Even though it s a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial.

Call Handling Skills: Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.

Conflict Resolution: Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.