Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Position Summary
Under general supervision, the Customer Experience Trainer II designs, delivers, and continuously improves training programs that primarily support Warranty and Consumer Support teams, as well as their supervisors and team leads. This role partners closely with Quality Assurance, and cross‑functional teams to enhance performance, support process changes, and drive a consistent, high‑quality customer experience. The Trainer II works independently on most training initiatives and serves as a subject matter expert for assigned programs or focus areas.

Key Responsibilities

• Design, develop, and facilitate moderately complex training programs for Warranty and Consumer Support representatives, team leads and supervisors, related to:
• Warranty and consumer policies, procedures, and compliance requirements
• New products, services, systems, and tools impacting warranty and consumer workflows
• Customer experience, soft skills, and service standards
• Process changes, quality initiatives, and performance improvement efforts
• Create and maintain training content across multiple formats, including instructor‑led training, virtual sessions, job aids, resource guides, and self‑paced learning materials tailored to warranty and consumer support audiences.
• Partner with Quality Assurance to analyze performance trends, call and case evaluations, error data, warranty claim trends, and customer feedback to identify training needs and improvement opportunities.
• Track, analyze, and evaluate training effectiveness through post‑training performance reviews, coaching outcomes, and operational metrics within Warranty and Consumer Support.
• Provide targeted coaching and real‑time feedback to representatives based on recorded calls, emails, or case reviews; support supervisors in reinforcing effective coaching strategies.
• Support supervisors and leaders by identifying individual and group development needs and recommending appropriate training or coaching interventions.
• Act as a training liaison to improve the coaching, feedback, and development capabilities of supervisors and team leads within Warranty and Consumer Support.
• Collaborate with cross‑functional partners (e.g., Quality, Knowledge Management, IT, Product, Operations) to support change initiatives, system implementations, and continuous improvement efforts impacting warranty and consumer processes.
• Develop, maintain, and update departmental knowledge resources, including searchable knowledge bases, reference materials, and customer service tools relevant to Warranty and Consumer Support.
• Contribute to mentoring, onboarding, and cross‑training initiatives to support skill development, coverage flexibility, and talent growth.
• Participate in special projects related to training strategy, process improvement, quality enhancement, or customer experience initiatives.
• May perform temporary supervisory or lead responsibilities for new‑hire training groups or extended training programs outside the classroom environment.

Qualifications

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Minimum of 1 year of related experience in training, coaching, quality, customer service, warranty, consumer support, or a related field.

Skills & Competencies

• Strong customer experience and service orientation, particularly within warranty and consumer environments.
• Demonstrated ability to design, deliver, and evaluate effective training programs.
• Ability to analyze performance data and translate insights into targeted learning solutions.
• Excellent verbal, written, and presentation skills, with the ability to communicate technical, policy, and procedural information clearly.
• Strong problem‑solving, prioritization, and organizational skills.
• Proficiency in Microsoft Excel and PowerPoint; experience with enterprise systems (e.g., SAP) and learning tools preferred.
• Ability to work independently while collaborating effectively across teams.

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $60,000 - $78,750 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us! 

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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