Account Specialist

Company Overview

Allied Air Enterprises is a division of Lennox International. We bring together the collective strengths of seven comfort brands – Armstrong Air™, AirEase®, Concord®, Ducane™, Allied™, Allied Commercial™ and Magic-Pak® to give distributors and dealers the ultimate source for heating and cooling solutions. From compact residential applications to large commercial projects, Allied Air Enterprises redefines ease-of-business through breadth of product, resources and competencies unparalleled in the market.

We are committed to fostering a diverse and inclusive environment that is dedicated to supporting the growth and development of every team member to hit their fullest potential. Our company offers a variety of inclusive programs for all employees including: Inclusion & Diversity Council, Allied Alliance, LII Women’s Business Council (LWBC), LII Employees of African Descent (LEAD), LII Young Professionals Association (LYPA), and P.R.I.D.E.

Job Description

This Account Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries. 

While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.

Duties include, but are not limited to: 

• Process new orders based on customer requests.
• Track open orders to ensure completeness in a prompt manner.
• Check pricing and verify availability.
• Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
• Use a computerized system for tracking, information gathering and/or troubleshooting.
• Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
• Refer highly unusual situations to higher authority for review and reconciliation.
• May be asked to assess needs and suggest/promote alternative products or services.

Qualifications

Requires a high school diploma or an equivalent combination of education and experience. A bachelor’s degree or equivalent is preferred. Requires at least 2 years related experience.

Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focused on details. 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.