[Hiring] Executive Customer Relations Assistant Manager @Lowe's Companies, Inc.

Role Description

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

The purpose of this role is to lead, support, and develop Executive Customer Relations team members (Case Managers, Social and Written Communications Professionals) in order to provide the highest level of support for the team representing the Lowe's Executive office. This role will have direct responsibility for hiring, training, performance management, and employee development. This role requires a deep understanding of:

• Enterprise sales and services programs and initiatives
• Contractual obligations
• Public relations and corporate communications policy
• Legal guidelines
• Other standards/procedures that will support coaching and development targeted to address roadblocks that impede resolution on behalf of Lowe's most at-risk customers

What You Will Do

• Ensure Executive Customer Relations team members are executing strategy and taking timely and appropriate action to resolve customer issues.
• Serve as the escalation point for ECR team members for assistance with handling and resolving the most complex or sensitive situations.
• Analyze workload to make appropriate case assignments and monitor productivity while providing proactive case guidance and real-time support.
• Provide business partner and leadership trend data regarding customer pain points.
• Manage, coach, and mentor to ensure the team represents Lowe’s Executive office appropriately.
• Maintain consistent execution, meeting quality standards of performance while delivering key operational metrics.
• Perform Case Audits to ensure the appropriate level of urgency is being used.
• Assist in the development, reporting, and review of metrics to drive performance and implement process improvements.
• Develop, negotiate, and communicate offers for compensation and final resolution to customers.
• Represent Lowe’s Executive Office with all communications with customers.
• Manage the Executive Customer Relations time off pool to ensure compliance with staffing requirements.
• Serve as the Manager on Duty across the team on a scheduled rotation.
• Escalate high priority issues or risks when appropriate.

Qualifications

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• 3 Years Customer service experience
• 1 Year Contact Center experience

Requirements

• Pay Range: $61,600.00 - $102,900.00 annually
• Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
• Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii.
• Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

Company Description

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company with total fiscal year 2025 sales of more than $86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,750 home improvement stores, 540 branches and 120 distribution centers.

• Lowe’s is a core value S&P 500 equity stock and a dividend aristocrat.
• Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need.