Analyst Consumer Support Jobs at Lennox | Chennai

Lennox India Technology Centre (LITC) is hiring an Analyst – Consumer Support for its on-site operations in the Greater Chennai Area. This full-time role focuses on delivering high-quality customer support to U.S. consumers, handling inbound interactions, resolving product-related queries, and ensuring a positive customer experience in a B2C environment.

Quick Job Overview – Analyst, Consumer Support (Lennox)

Job Details

Education & Eligibility

Role Overview

As an Analyst – Consumer Support, you will serve as the first point of contact for U.S. consumers, assisting with non-technical product queries, warranty information, registrations, and document guidance. The role requires strong communication, empathy, and the ability to handle high-volume customer interactions professionally.

Key Responsibilities

• Handle inbound consumer calls and written communications professionally
• Assist customers with product inquiries, warranty coverage, registrations, and documentation
• Provide clear guidance using approved online resources and company policies
• Log, track, and update cases accurately using Salesforce CRM
• De-escalate challenging situations and ensure customer satisfaction
• Collaborate with internal teams to resolve issues and escalate when required
• Maintain accurate documentation and follow-ups on pending cases

Required Skills & Competencies

Communication & Customer Service

• Fluent English with clear pronunciation and professional tone
• Strong verbal and written communication skills
• Active listening and cultural sensitivity to U.S. customers
• Empathy, patience, and conflict-resolution abilities

Technical & Operational Skills (Non-Technical)

• Experience using Salesforce CRM or similar tools
• Proficiency in MS Office (Word, Excel)
• Ability to multitask during live customer interactions

Product Knowledge

• Basic understanding of HVAC products (air conditioners, thermostats, filters)
• Knowledge of company policies, warranty processes, and procedures

Experience Requirements

• Minimum 5 years of experience in customer-facing or contact center roles
• Prior exposure to B2C consumer support is highly preferred
• Experience supporting international customers (U.S. market preferred)

Why Join Lennox?

With over 130 years of industry leadership, Lennox offers a collaborative and inclusive work culture focused on innovation, sustainability, and career growth. Employees benefit from global exposure, structured learning, and the opportunity to contribute to products that improve everyday living.

Frequently Asked Questions (FAQs) – Analyst, Consumer Support

1. Who can apply for the Analyst – Consumer Support role at Lennox?
Candidates with at least five years of experience in customer service or B2C contact center roles can apply.

2. Is this a work-from-home role?
No, this is a fully on-site role based in the Greater Chennai Area.

3. What shift timings are required?
The role follows U.S. shifts aligned with CST time zone (8:00 AM – 6:00 PM CST).

4. Is technical HVAC knowledge mandatory?
No, basic understanding is sufficient. Product training will be provided.

5. Which CRM tool is used in this role?
Salesforce is used to log and manage customer interactions.

6. Is this a full-time permanent position?
Yes, this is a full-time role.

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