Exec Cust Relations Case Mgr 1

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 typically require short-term oversight (less than 10 days). 
•    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 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

Minimum Requirements:

•    High School or GED
•    1-2 Years of Contact Center Experience

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.