Customer Support Program Manager
Richardson, TX

Job Description

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers. We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, Asia, and Australia.

Job Description

The Customer Service Program Manager is responsible for the business side management of the CRM system for Lennox Commercial. The Customer Service Program Manager will partner with IT to build system customizations and new operational processes in line with the product roadmap, ensuring cost effectiveness and promoting first contact resolution. They will also provide front line support for adding new users, answering questions, troubleshooting, and quickly addressing issues. Responsibilities include:

* Develop and maintain CRM roadmap timeline
* Build customization and implement additional features within CRM
* Prepare business cases to show ROI on additional features as required
* Analyze and challenge existing processes to recommend improvements
* Partner with IT and business analysts to identify system optimization and performance opportunity
* Participate actively in User Acceptance Testing (UAT)
* Liaise with other departments and business owners on projects and initiatives ensuring Customer Support requirements are met
* Perform root-cause analysis of issues and take appropriate action
* Coordinate training delivery with Customer Advocacy Training Supervisor and Customer Service District Manager
* Perform additional responsibilities and complete other projects as assigned

Qualifications

Professional

* Successful, 5+ year track record in customer relations, business management, and/or contact center experience
* Bachelor's degree required
* Good knowledge of process mapping and agent friendly procedures
* Analytical and can perform root-cause analysis
* Excellent communication and negotiation skills
* Demonstrated excellence in analysis, documentation, and training

Technical

* Basic understanding of industry and product
* Knowledge of contact center operations required
* 5 years' experience in CRM system configuration, design, development, and implementation
* Highly proficient in the use of MS Office, particularly of Excel to analyze and manipulate data
* Knowledge of SAP Cloud Service desired
* Proficiency with SAP products a plus

Behavioral

* Excellent written and verbal communication skills, including effective listening
* Builds credibility through cross-functional relationships and influences others