Exec Cust Relations Case Mgr 2

Essential Functions:
• Represents Lowe's Executive Office in all communications with customers by conducting business professionally at all times, both verbally and in writing, throughout the lifecycle of escalated customer issues.
• Escalated issues assigned to this role are typically more complex and require longer-term oversight, averaging up to 6 months.
• Handles issues with the upmost sensitivity and urgency, identifying when additional assistance may be required
• Provides a differentiating customer experience by identifying and responding appropriately to stated and unstated customer needs
• 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
• Salvages sensitive customer relationships by managing complex workstreams across multiple internal and external parties, often using non-standard processes
• Delivers effective, customer-centric support across multiple channels of communication including phone, email, traditional letters
• Analyzes each case independently based on the facts available to determine failure points within the customer experience and compile all relevant information
• 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
• Conducts effective case management and negotiation with customers and business partners through all phases of case resolution
• Serves as a knowledgeable resource to escalated customers through consistent, accurate, and efficient delivery of information regarding their issue/concern
• Develops, negotiates, and communicates offers for compensation and final resolution to customers

Minimum Requirements:

• High School or GED
• 3-5 Years of Customer Service Experience
• 1-2 Years of Contact Center Experience

Pay Range: $20.67 - $34.52 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
.

Lowe's hourly

remote

associates cannot reside in Alaska, California or Hawaii. Lowe's salaried

remote

associates cannot reside in Alaska or Hawaii.

Lowe'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.

Qualified applicants with arrest or conviction records will be considered for Employment

in accordance with

applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe's believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information

and products; partnering, supervising, and

regularly working

with other Lowe's employees; and adhering to and monitoring compliance and safety guidelines.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Pay Range: $20.67 - $34.52 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.

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