Customer Experience Professional – Call Center

Lowe's Home Improvement
Published
August 1, 2020
Location
Indianapolis, IN
Category
Job Type

Description

**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!!!!
  • Upon completion of two weeks training onsite at the Contact Center, you will move to a temporary work from home schedule. This will remain in place for the foreseeable future, but may end abruptly depending on changing guidelines. Please note that you will be required to wear a mask and practice social distancing while onsite.
  • 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 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 set up. 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)

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 a current knowledge of Lowe's processes, the individual in this role is expected to continue learning, developing, and building on the foundational skillset 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 using basic computer tools and navigating between application
Intermediate/advanced knowledge of customer service, reading, writing

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