Analyst - Customer Service

What Drives Success

This role is a great opportunity to be a part of Lennox Customer Service group.   

• Process warranty claims: Review, validate, and approve or deny warranty claims.
• Customer support: Assist customers/stakeholders with inquiries related to product warranties, repairs, or replacements.
• Data entry: Maintain accurate records of warranty claims, validate duplicate claims.
• Communication: Respond promptly to customer inquiries via email.
• Policy enforcement: Ensure all warranty processes comply with company and manufacturer guidelines.

Process Warranty Claims:

• Receive, review, and validate warranty claims from customers or dealers.
• Ensure all required documentation and information is provided.
• Approve or reject claims based on warranty terms and company policies.

Customer Support:

• Respond to customer inquiries related to warranties, repairs, or replacements.
• Provide clear information about warranty coverage, timelines, and procedures.
• Handle complaints or escalations professionally and efficiently.

Analyze Warranty Trends:

Track frequent issues or recurring defects

• Share insights with quality assurance teams to improve efficiency and quality of service delivery.

Ensure Policy Compliance:

• Follow manufacturer and company warranty policies strictly.
• Stay updated on product changes, warranty terms, and company guidelines.

Support Returns and Replacements:

• Arrange for product returns, repairs, or replacements when claims are approved.

Monitor and follow up on pending claims or incomplete transactions

What We Are Looking For

Qualification & Experience

• A bachelor’s degree with 3 to 8 years’ experience in a customer-facing role (training provided)
• Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office
• Excellent written and verbal communication skills, including effective listening skills.
• Understanding of technical terminology.
• Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial.
• Able to make recommendations and take proactive approach.
• Requires general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Ability to build and foster professional relationships

 

Must Have

• Excel
• Outlook
• SAP

Desired Skill:

• SAP
• Salesforce

Field Service Backoffice process