Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CO, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NH, NJ, NM, NV, OH, OK, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.
About Lowe’s: Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 20 million customers a week in the United States and Canada. With fiscal year 2020 sales of nearly $90 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ over 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. Read employee reviews here
North Carolina ONLY
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 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.
The Sr. Mgr. – Contact Center Process Management is primarily responsible for the creation and management of all internal and external Contact Center continuous improvement efforts in order to drive increased internal efficiencies, reduce operational expenses, and improve service delivery.
Supports cross-functional collaboration and information sharing by collaborating with the enterprise business process team to transfer information on pain point/improvement opportunities identified in Contact Center continuous improvement efforts; collaborating with business partners in Learning & Organizational Effectiveness (LOE) to refine and develop training for Contact Center agents; collaborating with Sales & Operations Communications to build and refine knowledge management (KM) repository; partnering with external organizations for Lowe’s enterprise-wide success including Operation Shared Services, Merchandising, Finance, Strategy Execution, Business Planning, IT Architecture, etc. to update process (proactive & reactive); supporting a collaborative environment by working in a team to solve problems and share information with leaders, peers, and internal customers as appropriate
Manages people, projects, and/or programs within designated workstream or specific business area; communicates and aligns team to common goals; translates business or functional plans into tactical action items and priorities; oversees work assignments, redirecting when necessary and ensuring a focus on work that supports the Lowe’s Purpose; builds accountability in others for making progress and achieving results; removes obstacles that impact own and team’s performance; proactively identifies and capitalizes on opportunities to improve work plans, processes, and tools; applies deep expertise to solve complex problems, sharing ideas and recommendations supported by data; proactively builds and maintains collaborative relationships with cross-functional partners; makes principles-based decisions that consider what is best for the customer
Job Summary:
The Contact Center Business Initiative Manager is primarily responsible for managing teams that execute identified functional projects. This is a Project Management position responsible for engaging with enterprise (COO, CCO, shared services) and internal Contact Center functions to drive successful delivery of projects with business process changes across the organization. This position is also responsible for engaging with IT in a project capacity and for driving the successful delivery of projects with IT work streams.
Key Responsibilities:
• Manages Contact Center projects by building and maintaining project plans by identifying issues and opportunities, forming hypotheses, designing and conducting analysis, synthesizing conclusions, and co-creating concrete plans to help implement change.
• Represents the users and user’s needs throughout the lifecycle of project implementation while considering current as well as future Function and Enterprise needs, where known, in all project engagements.
• Coordinates stakeholders to ensure the realization of initiatives by working closely with IT to ensure timely implementation and roll-out of systems development projects including appropriate UAT (User Acceptance Testing) design and management, and ensures that all appropriate IT project activities are defined and appropriately assigned for accountability.
• Leads projects and/or oversees business processes in the specific business area; applies deep expertise to solve complex problems, sharing ideas and recommendations supported by data; collaborates with others internally, externally, and cross-functionally to solve business problems; determines and uses appropriate methodologies and processes for completing work; develops work plans to meet business priorities and deadlines.
• Identifies and capitalizes on opportunities to improve work plans, processes, and tools; coordinates and delegates resources to accomplish project goals.
Customer Experience Professional REMOTE WORK
REMOTE WORK FROM HOME IN ESPANOLA, NM!!!!
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 current knowledge of Lowe's processes, the individual in this role is expected to continue learning, developing, and building on the foundational skill set 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 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
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.
Required Education/Experience:
H.S. Diploma or Equivalent
1-year customer service or sales experience
Proficiency in using basic computer tools and navigating between application
Intermediate/advanced knowledge of customer service, reading, writing
WORK FROM HOME LOCALLY IN NEW MEXICO!!!!
**Due to COVID-19 the minimum qualifications have been temporarily modified**
Due to the current State Mandates, there are additional requirements. PLEASE READ THEM BELOW!!!!
This position will train and work remotely from home until conditions allow a safe return to the contact center site. Once training is complete you will be given a work from home schedule.
Once there is a plan to safely bring employees back to the contact center, we will do so.
Modified minimum qualifications now require the following: You need to have internet access with the following requirements:
Internet speed has a minimum of 20mb/s download, 5MB upload according to your service agreement.
Note: You can run a speed test by accessing the following: Google SpeedTest or SpeedTest these links must be accessed by your home computer, not a Lowe’s computer or cell phone. Run the speed test 3 times and take the highest speed result.
Limited usage of streaming services or other parties using wi-fi during work hours to prevent latency or bandwidth issues.
Easy access to your home router for equipment setup. The computer and router must be within in 6 feet of each other. You MUST provide an ethernet cord long enough to plug into the equipment for set up. (Lowe’s will provide equipment)
Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CO, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NH, NJ, NM, NV, OH, OK, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY
What You Will Do
The primary purpose of this role is to lead a team of Contact Center Training Supervisors responsible for facilitating training to develop associates and front-line leaders on the knowledge, skills, and abilities needed in Lowe's Contact Centers to drive our organizational Mission and Strategy. This is accomplished by scheduling, managing, and ensuring delivery of consistent and effective content-based training through various methods including virtual classroom-based technologies and leader-led events. The Contact Center Training Manager partners with the Learning & Development team as a subject matter expert to create and update training courses focused on the needs of the recipient in the areas of operations, product knowledge, and selling.
The Contact Center Training Manager has leadership responsibility for all aspects of new hire associate performance during their onboarding period to include individualized support, coaching and development through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action and termination. This role is responsible for ensuring associates receive effective training experiences and are prepared to engage directly with Lowe’s customers, colleagues across the enterprise and external business partners in alignment with established standards and practices. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe’s.
Responsibility Statements
• Lead team of Contact Center Training Supervisors to ensure the delivery of virtual instructor-led and/or live leadership and functional training is completed in an engaging manner following adult learning theory and contemporary facilitation practices.
• Ensure consistency and quality of training by completing regular audits through observation and providing feedback to Contact Center Training Supervisors.
• Solicit and implement feedback from learners and business subject matter experts (SMEs) as appropriate to continuously improve training delivery effectiveness.
• Manage aspects of training delivery including new hire onboarding and recurrent learning activities within Contact Center Operations.
• Manage associates during their initial onboarding period by ensuring they receive the training and development needed to meet customer needs through individualized support, coaching and mentoring.
• Provide feedback to Learning & Development as well as internal functions within the contact center on training effectiveness to ensure content supports business goals and needs; maintain participant records to ensure course credit is given; review performance reporting and provide feedback.
What You Need To Succeed
Minimum Qualifications
• High School Diploma or equivalent required
• 4 years of relevant Functional/technical, leadership and business experience in assigned focus area
• 4 years of proven ability to build and maintain working relationships with management, business leads and peers on a wide range of matters
• 3 years of experience supervising, mentoring, providing guidance to others
• 2 years of experience accomplishing goals through subordinate leaders
• 2 years experience working in a customer facing role
• Ability to think quickly and comfortable in a dynamic, fast-moving Contact Center environment
• Excellent oral, written, presentation, active listening, motivation, and interpersonal communication skills
• Strong organizational and time management skill with ability to multi-task
• Basic knowledge of Microsoft Office (PowerPoint, Word, and Excel)
Preferred Qualifications
• Bachelor’s Degree in Business, Management, Learning & Development, Education, or related field
• Understanding of instructional design and adult learning principles
• Experiences delivering virtual instructor-led and/or live leadership and functional training
• Intermediate knowledge of Microsoft Office (PowerPoint, Word, and Excel)
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 Lowe’s
•Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering the 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.
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