[Hiring] Executive Customer Relations Case Manager 1 @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 support the Lowe's Executive Office in rebuilding relationships and retaining customers who have experienced challenging issues through their interactions with Lowe's. This role acts as the liaison between Lowe's Executives, Field Leadership, 3rd Party Service Providers, 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, behaviors, and values.

What You Will Do

• 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.
• Handles issues with the utmost sensitivity and urgency, identifying when additional assistance may be required.
• Provides a differentiating customer experience by identifying and responding appropriately to customer needs.
• Documents interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps.
• Performs initial review and case setup for more complex issues that will be managed by other team members.
• Salvages sensitive customer relationships by coordinating action 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, and social media.
• 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.

Qualifications

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable.
• Less than 1 year Customer service experience.
• 1 Year Contact Center experience.

Requirements

• Pay Range: $19.15 - $31.98 per hour.
• 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.

Benefits

For information regarding our benefit programs and eligibility, please visit our benefits page.