Specialist - Customer Experience

Company Profile

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, and Asia.

Job Description

• Create and assist with maintaining all Customer Experience department Power BI and Qlik.
• Support/Maintain/Augment customer support data for consolidated reporting.
• Assist with converting and expanding dashboards.
• Monitor quality metrics, analyze trends, and report on quality performance to senior management.
• Analyze quality-related reporting on AI and agent performance.
• Assist leadership with coverage and special projects as needs are identified.
• Support the development of an omni-channel dashboard to consolidate insights from customer interactions across websites, reviews, email, phone calls, social media, and other platforms.
• Analyze data across the multiple customer interaction channels to identify trends, gaps, and opportunities that impact Customer Experience teams.

Qualifications

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 5 years related experience.Requires thorough understanding and experience with BI technology, data governance, and program adoption. Must havegood understanding of business processes and underlying data. Possesses excellent verbal and written communication skills in executive, business user, and IT context.