To manage the daily functions of Lowe's Services Customer Care teams, management of retail installation service levels and implementation of Lowe's retail install program to ensure program success.Skills/Experience Requirements
S trong coaching and leadership skills, ability to motivate employees.
Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
Three years' customer care experience a plus
Prior experience with training and procedure adherence
Must be able to multi-task and perform well in a fast-paced team environment.
Education Requirements
High School Diploma or Equivalent
College degree preferred
Skills/Experience Requirements
S trong coaching and leadership skills, ability to motivate employees.
Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
Three years' customer care experience a plus
Prior experience with training and procedure adherence
Must be able to multi-task and perform well in a fast-paced team environment.
Education Requirements
High School Diploma or Equivalent
College degree preferred
Essential Duties and Responsibilities
Training, coaching, and leading call center team members
Establishing call center goals
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Implement process management, order processing, and other Retail Services Customer Care requirements
Monitor performance to ensure program compliance
Preparing reports for management
Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Manage training of Call Center personnel on order processing and problem resolution
Analyze open order reports to ensure timely order completion and promote customer satisfaction
Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.
Managing warranty claims
Managing damage claims
Taking on other tasks or projects to support employees, other managers, and call center operation
Educating and coach workers regarding processes and practices and explain expectations to employees
Other Responsibilities:
Operate computer terminal, using various sites to oversee maintenance of dealer network
Provide dealer/customer/store service over the telephone.
Take, investigate and solve complaints.
Assist team with dealer/retailers to solve customer problems.
Essential Duties and Responsibilities
Training, coaching, and leading call center team members
Establishing call center goals
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Implement process management, order processing, and other Retail Services Customer Care requirements
Monitor performance to ensure program compliance
Preparing reports for management
Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Manage training of Call Center personnel on order processing and problem resolution
Analyze open order reports to ensure timely order completion and promote customer satisfaction
Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.
Managing warranty claims
Managing damage claims
Taking on other tasks or projects to support employees, other managers, and call center operation
Educating and coach workers regarding processes and practices and explain expectations to employees
Other Responsibilities:
Operate computer terminal, using various sites to oversee maintenance of dealer network
Provide dealer/customer/store service over the telephone.
Take, investigate and solve complaints.
Assist team with dealer/retailers to solve customer problems.