Purpose of Role: The primary purpose of this role is to provide an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers. The Customer Experience… Professional must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, chat, and text) while supporting all contact center programs. In order to maintain a current knowledge of Lowe’s processes, the individual in this role is expected to continue learning, developing, and building on the foundational skillset of a Lowe’s Customer Experience Professional. The Customer Experience Professional receives regular feedback from his/her Supervisor; the individual in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to the business by providing superior customer service through the Contact Center, enabling Lowe’s to offer a truly omnichannel experience to its customers seeking purchases and service. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.
Responsibility Statements:
Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage Lowes
Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries
Determines and assists with all customer needs (e.g., purchase needs, status inquiries, service needs, feedback on store experience, or general Lowes inquiries)
Provides adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions
Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems
Recognizes and acts on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions
Connects on a personal level and shows empathy in order to establish rapport and inspire customers in every interaction with a positive attitude, engagement, care, and courtesy
Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs and desires
Listens attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems
Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowes business and Contact Center resources in order to effectively carry out activities
In addition to the above responsibilities, this individual is held accountable for other duties as assigned
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
For this role, Lowes requires a minimum home internet speed of 20 mb/s DOWNLOAD, 5mb/s UPLOAD. You can run an internet speed test on a computer using your home internet network (do not use a cell phone or Lowes device). Go to Google Internet Speed Test to verify your speeds.
Required Education/Experience: H.S. Diploma or Equivalent 1 year customer service or sales experience Proficiency using basic computer tools and navigating between application Intermediate/advanced knowledge of customer service, reading, writing
Pay Range for CA, CO, NJ, NY, WA: $14.77 – $24.63 per hour
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
Lowes is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. Pay Range for CA, CO, NJ, NY, WA: $14.77 – $24.63 per hour Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits
