Customer Service Quality Specialist

What Drives Success

The Customer Service Quality Specialist monitors and evaluates customer service interactions to help ensure consistent service quality and compliance with established standards. This role provides feedback to support employee development, documents quality trends, and assists management by identifying opportunities for continuous improvement.  

Key Responsibilities 

• Monitor and evaluate inbound and/or outbound customer service calls.  

• Document quality observations, performance measures, and areas for improvement.  

• Provide feedback to support coaching and employee development.  

• Assist with the formal education and feedback process for customer service representatives.  

• Help develop and maintain call monitoring standards.  

• Serve as a subject matter expert when needed.  

• Provide quality-related information and recommendations to management.  

• Work closely with Operations, Engineering, Supply Chain, and Customer Service to improve customer satisfaction.  

• Participate in problem-solving activities using 8D, 5 Why, Fishbone, and other quality methodologies 

• Monitor customer quality KPIs including complaints, PPM, warranty trends, and response time. 

• Travel approximately 20% to customer sites, distribution centers, suppliers, or other company locations as required. 

• Verify effectiveness of corrective and preventive actions. 

What We Are Looking For

• High school diploma or an equivalent combination of education and experience.  

• At least 4 years of related experience.  

• Excellent written and verbal communication skills.  

• Extensive knowledge of the organization's products and services.  

• Knowledge of customer service principles and processes, including customer needs assessment, quality standards, and customer satisfaction evaluation.  

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 $57,000 - $75,000 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.

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact CandidateAccommodations@Lennox.com.