Customer Service Quality Specialist

Who We Are

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.

What Drives Success

Under general supervision, the Quality Assurance Specialist monitors, evaluates, and analyzes customer interactions across multiple Customer Experience channels and teams, including Customer Service, Technical Support, Warranty, Consumer Support, LITC, and all chatbot platforms.

This role requires direct Consumer Support experience to effectively assess interactions and support service quality expectations specific to that environment.

In addition to quality monitoring responsibilities, this individual will play a key role in onboarding and training new Consumer Support representatives in both Richardson and the Lennox India Technology Centre (LITC).

The role ensures consistent service quality, adherence to policies and procedures, and a high-quality customer experience through structured evaluations, deep dive analysis, and actionable feedback. The Quality Assurance Specialist partners closely with Training and Leadership to identify trends, drive continuous improvement, and support performance development.

Key Responsibilities

• Conduct regular quality evaluations of customer interactions across multiple channels, including:
• Phone, email, chat, and case interactions
• Automated and AI-driven chatbot responses
• Interactions handled by Customer Service, Technical Support, Warranty, Consumer Support, and LITC teams
• Apply established quality standards, scorecards, and evaluation criteria to assess compliance with:
• Policies and procedures
• Technical and product knowledge
• Customer experience and soft skill expectations
• Accuracy, efficiency, and resolution quality
• Document evaluation results clearly and consistently, maintaining accurate quality records and performance data.
• Perform deep dive analyses to identify root causes, performance trends, recurring issues, and systemic gaps across teams, channels, or tools.
• Prepare and deliver actionable insights, summaries, and trend reporting to support leadership and Training decision making.
• Partner with the Training team to identify skill gaps and learning opportunities, supporting targeted training, refreshers, and coaching initiatives.
• Lead and support onboarding of new Consumer Support representatives in Richardson and LITC, ensuring consistent training delivery, readiness, and alignment to customer experience standards.
• Support the feedback and development process by providing objective, constructive input used in coaching conversations and performance improvement plans.
• Participate in calibration sessions to ensure scoring consistency, alignment, and fairness across evaluators and departments.
• Assist in the development, refinement, and maintenance of quality monitoring standards, scorecards, and evaluation processes as business needs evolve.
• Serve as a subject matter expert for quality expectations, Consumer Support experience standards, and evaluation methods.
• Monitor and evaluate chatbot performance to ensure responses are accurate, compliant, customer friendly, and aligned with service standards; flag gaps and recommend improvements.
• Collaborate cross-functionally with Quality, Training, Knowledge Management, and IT teams to support continuous improvement initiatives.

What We Are Looking For

• High school diploma or an equivalent combination of education and relevant experience.
• Minimum of 4 years of related experience in quality assurance, customer service, technical support, warranty, consumer support, or a related Customer Experience environment.
• Demonstrated experience in Consumer Support is required.

Skills & Competencies

• Strong written and verbal communication skills, with the ability to clearly document findings and communicate insights.
• Extensive knowledge of organizational policies, products, services, and customer experience standards.
• Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction measurement.
• Analytical mindset with the ability to identify trends, patterns, and root causes from performance data.
• High attention to detail and consistency in evaluation and documentation.
• Ability to provide objective, balanced feedback focused on improvement and development.
• Ability to deliver structured onboarding and training, particularly within Consumer Support environments, across both on-site and remote teams (including LITC).
• Comfortable working across multiple teams, channels, and technologies, including chatbot and digital support platforms.
• Proficient with evaluation tools, reporting systems, and standard office applications.

What We Offer

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $56,800-$74,550 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company's applicable plan.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture - which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member's contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you'll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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