Exec Cust Relations Case Mgr

Job Description

The purpose of this role is to support the Lowe’s Executive Office in rebuilding relationships and retaining customers who have experience complex and challenging issues through their interaction with Lowe’s. Escalations that reach this role are of the most serious in nature and level of sensitivity. This role acts as the liaison between Lowe’s Executives and the customer to ensure an amicable resolution for the customer is achieved in a timely fashion, and in a manner consistent with the Company’s objectives and values.
Contact Center: Responsible for maintaining sound relations with Lowe’s customers by providing services before, during and after a transaction. Activities include managing and maintaining customer information databases; providing product and service information; processing customer transactions; and resolving customer inquiries by working with other organizational units.
Customer Service: Responsible for customer service activities including telephone and email.
Responsibility:
*Represent Lowe’s Executive Office in all communications with customers by conducting business professionally at all times, both verbally and in writing.
*Documents interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps, ownership of follow-up, applicable timeframes, and final resolution letters, as appropriate.
*Reviews cases regularly to ensure complete compliance with all rules and regulations while ensuring 100% follow-up on all cases managed, maintaining a low tolerance for errors.
*Analyzes each case independently based on the facts available to determine failure points within the customer experience and compile all relevant information.
*Researches options through all available processes, previous cases, and available information to determine most appropriate action steps and resolution.
*Conducts effective case management and negotiation with customers and business partners through all phases of case resolution.
*Utilizes established tools, systems, and processes to determine the best course of action and/or optimal solutions for customers which may require using judgment when a customer request does not fall into the typical protocol.
*Serves as a knowledgeable resource to escalated customers through consistent, accurate, and efficient delivery of information regarding their issue/concern.
Minimum Qualifications
High School diploma
Preferred Qualifications
3 years customer service experience
1 year Contact Center experience
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE^® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2018 sales of $71.3 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on safe, affordable housing and careers in the skilled trades. For more information, visit Lowes.com.