Lowe's Contact Center
Based in Wilkesboro, NC, the Lowe's Contact Center provides direct support to customers who contact Lowe's via phone, e-mail, and letter. Among the services provided are:
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Customer Support: via phone, assist customers who have questions about Lowe's programs and stores.
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Communications & Research: via e-mail, provide expert-level assistance to customers who have questions about Lowe's products and services.
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Outbound Survey: via phone, contact customers to determine their level of satisfaction with Lowe's services.
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Store Support: via phone, serve as a store "help desk" resource for selected areas of operation.
Contact Center Operations, Communications and Research (C&R)
The Communications & Research team is responsible for 4 separate functions. The team:
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Provides direct support to customers who contact Lowe's for assistance with general inquiries and detailed product & project questions. These contacts come via email and letter.
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Conducts outbound surveys with Lowe's customers who have completed an installation, in order to measure satisfaction with the installation process.
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Serves as escalation point for Customer Support when customers have questions that cannot be immediately answered with available resources. Researches the answer and communicates it back to the customer.
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Performs fulfillment for all gift cards purchased online, by phone, and through business-to-business programs.
NOTE: Because these positions are in a fast-paced call center
environment, many of them have schedules that include night
and/or weekend work.
C&R Associate, Survey
The Customer Survey Associate conducts outbound phone surveys
to targeted Lowe's customers in order to obtain feedback about
their Lowe's experience. The Associate documents customer
responses and provides assistance to customers with unresolved
service issues.
C&R Associate, Communications
The Communications Associate ensures that customer e-mails
and letters are promptly answered by CSC subject-matter experts.
The Associate serves as the customer's first point of contact
for general inquiries regarding company and store programs.
Customer interaction is primarily by e-mail but also includes
some letter correspondence.
C&R Associate, Gift Cards
The Gift Card Sale Associate is responsible for fulfillment
of all gift card orders placed through Clowes.com, B2B (business
to business programs and phone programs. The position ensures
accurate and expedient processing of customer orders and prepares
gift cards for shipment. The position is also responsible for
providing quick, friendly customer service by answering customer
emails, and providing purchase assistance.
C&R Pro, Research
The Research Pro provides expert level
solutions and answers to Lowe's customers who need assistance
with detailed product and project questions. Also serves as
a mentor, trainer, and first point of escalation for Communications
Associates and Customer Support Associates for customer, system,
and procedural issues. Customer interaction is primarily via
e-mail bud does include some phone contact.
C&R Pro, Gift Cards
The Gift Card Sales Pro serves as
a mentor, trainer, and resource to assist Gift Card Sales Associates
with customer, system, and procedural issues. The Pro manages
all current gift card sales fulfillment initiatives and serves
as a first point of contact for B2B (business to business) customers.
The Pro also assists the Communications Supervisor with complex
transactions, transaction research, and daily accounting functions.
C&R Supervisor, Communications
The Communications Supervisor manages
a team of up to 15 Contact Center Associates and/or Pros.
Responsibilities include: monitor agent performance
to ensure they achieve quality and productivity standards;
provide coaching and on-the-job training to improve performance;
and successfully implement and execute departmental programs.
Additionally, the Supervisor plays a key role in staffing
decisions; identifies and addresses individual and group training
needs; and is required to make timely decisions and provide
guidance to agents when responding to changing business conditions.
Contact Center Operations, Customer
Support
Provides direct support to customers who contact Lowe's for
assistance with purchases, complaint resolution, and general
inquiries. Most contact comes via the phone, but email and letters
are also part of the mix.
CS Associate
The Customer Support Associate serves
as the customer's first point of contact for assistance with
complaint resolution, product information, order placement,
and general inquiries regarding company and store programs.
Customer interaction is primarily by phone but also includes
some e-mail correspondence.
CS Pro
The Customer Support Pro serves as a mentor, trainer,
and first point of escalation for Customer Support Associates
who need assistance with customer, system, and procedural
issues. The Pro works with the Customer Support Supervisor
to identify individual and group training needs and implement
plans to address them.
CS Executive Customer Service Pro
The Executive Customer Service Pro provides
dedicated support for sensitive or complex customer complaints.
The Pro works closely with the customer, store & field management,
CSC management, and vendors to determine the appropriate resolution
for these complaints. The Pro monitors and tracks resolution
process and maintains customer contact throughout the process.
Customer contact is via phone, e-mail, and letter.
CS Supervisor
The Customer Support Supervisor manages
a team of up to 15 Customer Support Associates and/or Pros.
Responsibilities include: monitor agent performance to
ensure they achieve quality and productivity standards; provide
coaching and on-the-job training to improve performance; and
successfully implement and execute departmental programs. Additionally,
the Supervisor plays a key role in staffing decisions; identifies
and addresses individual and group training needs; and is required
to make timely decisions and provide guidance to agents when
responding to changing business conditions.
Contact Center Operations, Store
Support
Provides direct support to stores who contact the CSC
for assistance with inventory needs, product inquiries, special
order processing, and special order system help. All contact
comes via the phone.
Store
Support Associate
The Store Support Associate serves as the first point
of contact for Lowe's store employees who require assistance
with store inventory needs, special order sales processing,
special order sales systems, and special order sales reconciliation.
Store interaction is primarily by phone.
Store Support Pro
The Store Support Pro serves as a mentor, trainer, and
first point of escalation for Store Support Associates who
need assistance with store, system, and procedural issues.
The Pro works with the Store Support Supervisor to identify
individual and group training needs and implement plans to
address them.
Store Support Supervisor
The Store Support Supervisor manages a team of up to 15 Store
Support Associates and/or Pros. Responsibilities include:
monitor agent performance to ensure they achieve quality
and productivity standards; provide coaching and on-the-job
training to improve performance; and successfully implement
and execute departmental programs. Additionally, the Supervisor
plays a key role in staffing decisions; identifies and addresses
individual and group training needs; and is required to make
timely decisions and provide guidance to agents when responding
to changing business conditions.
Contact Center Operations Support,
Project Development
The Project Development team develops programs
and operational guidelines to support the customer service
goals of the Operations teams. Examples include: new
program development, existing process refinement, process
documentation, work-force planning, reporting/analysis, and
systems development/maintenance.
Ops Support Technical Writer
This position develops topics for the Customer Care online reference
tool—the primary source of information for phone and correspondence
agents answering questions from both customers as well as employees
from Lowe's locations. Topics include, but are not limited to,
process/procedural documentation, training and reference materials.
This position is integral to the design and maintenance of Customer
Care's online reference pages, and the incumbent must have a
strong understanding of Internet development technologies and
languages, as well as web interface design.
Ops Support Program Development Analyst
The Call Center Project Development Analyst develops, and
implements all new call center programs, initiates process
improvements for existing programs, manages all 3rd party
call center relationships, and serves as technology coordinator
for the call center. For new and existing programs,
this includes: forecast contact volumes, determine tools
and technologies needed to support programs, develop program-specific
staffing needs, and establish procedural guidelines required
to execute programs. For 3rd party relationships, this includes:
ensure 3rd party vendors meet quality standards, maximize
efficiency of 3rd party vendors to ensure expenses are within
budgeted amounts. Build and/or strengthen relationships
with departments outside the Contact Center.
Ops Support Operations Analyst
This position acts as point "expert" for Customer
Care on reporting technologies and opportunities, and serves
as administrator for all contact center production and reporting
technologies. The position is responsible for developing and
automating approved production reports, generating ad hoc reports
on demand, and troubleshooting reporting problems or inconsistencies-including
preparation and maintenance of regular reporting to identify
opportunities for stores and CSC business areas to improve customer
service. These reports cover every level of the company from
corporate summaries to individual reports for each store, district,
region and division. The position also serves as liaison between
customer care and Lowe's IT group in administrating data relevant
to customer service performance.
Ops Support Lead Work Force Analyst
This position is responsible for all workforce related issues
in the Lowe's Contact Center including forecasting, staffing
and scheduling. The position establishes and monitors call
center operational and performance standards for all Lowe's
Call Center programs; develops operational guidelines for
new call center programs; manages a staffing plan for more
than 300 employees to ensure the call center is staffed to
handle call volume averaging more than 4.5 million customer
contacts per year; prepares regular reporting to evaluate
and identify opportunities to improve call center performance
and efficiency; and is responsible for all scheduling issues
for a 14 hour a day, 7 day a week operation. These responsibilities
include complex schedule development involving shifts and
rotations, schedule maintenance and the shift bid process.
Ops Support Work Force Analyst
This position establishes and monitors call center operational
and performance standards for all Lowe's Contact Center programs;
contributes to the development of operational guidelines for
new call center programs; manages staffing levels day to day
to ensure the contact center is staffed to handle call volume
averaging over 4.5 million customer contacts per year; prepares
regular reporting to evaluate and identify opportunities to
improve call center performance and efficiency; and is responsible
for scheduling issues for a 14 hour a day, 7 day a week operation.
These responsibilities include complex schedule development
involving shifts and rotations, schedule maintenance and the
shift bid process.
Ops Support Staffing Coordinator
The Call Center Staffing Coordinator utilizes scheduling software
to ensure the call center is staffed to meet call volume. This
includes but is not limited to the following duties: forecast
staffing needs, conduct daily and weekly staffing level reviews,
recommend staffing adjustments as needed to improve service
levels, maintain employee and call volume data in the staffing
software, and input employee time off requests. Produce staffing
related reports as required.
Quality Assurance & Training
The Quality Assurance & Training team develops
programs and quality guidelines to support the customer service
goals of the Operations team. Examples include: establish
and monitor service standards, develop and implement training
programs, quality monitoring and feedback programs, and departmental
staffing.
Ops Support Lead Coach
The Lead Contact Center Training/Quality Assurance Coach serves
a supervisory role for a group of Contact Center Training/Quality
Assurance Coaches. Additionally, the Lead Coach trains and monitors
contact center associates, pros and coaches to ensure they provide
quality customer service. The Lead Coach conducts regularly-scheduled
monitoring sessions to measure associate performance, identifies
training needed to improve performance, and works with the corporate
training group in the development and delivery of training.
Ops Support Training/Quality Assurance
Coach
The Contact Center Training/Quality Assurance Coach trains
and monitors contact center agents to ensure they provide
quality service. The Contact Center Training/Quality Assurance
Coach conducts regularly scheduled monitoring sessions to
evaluate agent performance and provide follow-up training
to address weaknesses. The Contact Center Training/Quality
Assurance Coach conducts ongoing group training sessions for
new hires and existing employees, and serves as a coaching/performance
management resource for operational program supervisors.
Ops Support Staffing Specialist
The Contact Center Staffing Specialist ensures that the contact
center achieves required staffing levels with quality employees.
To do this the Staffing Specialist must develop, implement,
and manage a process effectively: prescreen all applicants, efficiently
interview qualified applicants, make quality hiring decisions,
and maintain a pool of candidates to be considered when there
are staffing vacancies.
These are only a few of the careers in Lowe's Customer Care. There may be no openings in these positions at this time.
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