Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CA(salaried roles only), CT, CO, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, MA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY.

Job Summary:
The purpose of this role is to lead, support, and develop Executive Customer Relations Case Managers in order to provide the highest level of support for the team representing the Lowe's Executive office. This role will have direct responsibility for hiring, training, performance management, and employee development. This role requires a deep understanding of Enterprise sales and services programs and initiatives, contractual obligations, public relations and corporate communications policy, legal guidelines, and other standards/procedures that will support coaching and development targeted to address roadblocks that impede resolution on behalf of Lowe's most at-risk customers.

Key Responsibilities

• Is responsible for ensuring Executive Customer Relations team members (Case Managers, Social

Media and Written Communication Professionals) are executing strategy and taking timely and
appropriate action to resolve customer issues in order to rebuild and retain the customer relationship.

• Serves as the escalation point for ECR team members for assistance with handling and resolving the

most complex or sensitive situations by applying deep expertise, sharing ideas and recommendations
supported by data.

• Analyzes workload to make appropriate case assignments and monitor productivity while providing

proactive case guidance and real-time support to the team.

• Provide business partner and leadership trend data regarding customer pain points and prepares Case

Summaries to update appropriate Executives and other business stakeholders of case details and
resolution, as appropriate.

• Manages, coaches and mentors to ensure the team is representing the Lowe’s Executive office in an

appropriate manner, maintaining Lowe’s integrity

• Maintain consistent execution, meeting quality standards of performance while delivering key

operational metrics which are compliant with company and regulatory requirements, identifying
back-up staff when necessary.

• Performs Case Audits to ensure the appropriate level of urgency is being used, engaging any other

teams needed for support, while maintaining communications with the customer with the focus on
customer retention.

• Assist in the development, reporting, and review of metrics to drive performance, identify trends, and

develop/implement process improvements, escalating issues and proposed solutions as appropriate.

• Develops, negotiates, and communicates offers for compensation and final resolution to customers

and takes appropriate action to mitigate any dissatisfaction (e.g., product and expedited services,
appeasements) while maintaining a professional, courteous, and caring attitude.

• Maintain consistent execution, meeting standards of quality performance while delivering key

operational metrics which are compliant with company, Better Business Bureau, Attorney General
and other regulatory requirements.

• Represents Lowe’s Executive Office with all communications with customers by conducting business

professionally at all times, both verbally and in writing

• Manage the Executive Customer Relations time off pool to ensure compliance with staffing

requirements and maintain optimal service levels

• Serves as the Manager on Duty across the team on a scheduled rotation
• Escalates high priority issues or risks when appropriate.

Qualifications
Education
Required High School or GED
Experience
3 Years customer service experience
1 Year Contact Center experience