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.
•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 Lowe’s
•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 Lowe’s 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 Lowe’s 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
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.
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
EEO StatementLowe’s 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.