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Job Description

Job Description

CC Pro A - CDO

Job ID 1277102BR Date posted 10/04/2017 Location Albuquerque, NM Location Name Western Contact Center Address 6301 Jefferson Blvd. Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0294 - Contact Ctr Albuquerque Ops
The Pro is primarily responsible for providing the Contact Center Agent population with both an escalation point for assistance with customers in real time, as well as guidance in support of process questions or solutions. The Contact Center Pro must be knowledgeable in multiple Contact Center programs and types in order to support all other Agent groups. An individual in this role must work within established parameters (e.g., quality and productivity metrics), while quickly and efficiently providing excellent customer service in real time. In order to accomplish this work, the Pro must have advanced knowledge of computer systems, enterprise sales and service programs and initiatives, customer service skills, reading, writing, and comprehension skills, and the ability to adapt to frequent change. An individual in this role must also be able to closely follow directions, engage with peers, leadership, and customers in a professional manner, and communicate issues, concerns, and wins. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.

Job Requirements:
The most important responsibility of this role is to represent the Lowe’s values and vision to all internal and external contacts, understanding that our customers and Agents expect to communicate with a professional and empowered representative of the Lowe’s organization. The Pro achieves this by:
•Using established policies and procedures to meet customer needs while interacting with customers through any channel by which the customer may choose to engage Lowe’s; documenting interactions according to standards to ensure complete and accurate records are maintained; conducting any necessary follow-up activities and/or notifying other departments on behalf of the customer; recognizing and acting on sales opportunities; identifying and notifying leadership of customer patterns, trends or atypical activities that may have a negative impact on customers or the business
•Practicing continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe’s business and Contact Center technology, processes, and tools in order to effectively carry out assigned activities
•Providing support and assistance to Agents with determining the best course of action in ambiguous or sensitive customer interactions by developing a positive relationship with all Agents; providing real-time support to Agents who ask for assistance with customers; alerting appropriate leaders regarding process gaps; providing Supervisors with feedback on Agent performance in order to help identify individual and group training needs; facilitating new hire training and supporting new Agents by serving as subject matter expert
•Serving as an escalation point for customers by analyzing each case independently based on the facts available; containing the escalation by ensuring full understanding of all customer issues and needs and creating customized solutions that satisfy both the customer and business within established limits of authority, with the goal of avoiding further escalation; performing necessary action based on customer reaction or proactively addressing resolution concerns; identifying need for further escalation if issue resolution cannot be achieved; ensuring all relevant customer information has been documented

Minimum Qualifications:
•High school diploma or equivalent
•1 year of customer service or sales experience

Preferred Qualifications:
•Contact Center-specific skills training and/or certificate
•Experience in managing escalated customer service issues, experience coaching or mentoring others, experience dealing with people at all levels of the organization
•Knowledge of the home improvement retail industry.


About Lowe’s




Lowe’s
Companies, Inc. (NYSE: LOW) is a FORTUNE
® 50 home improvement company serving more
than 16 million customers a week in the United States, Canada and Mexico through
its stores and online at Lowes.com, Lowes.ca and Lowes.com.mx. With fiscal
year 2015 sales of $59.1 billion, Lowe’s has more than 1,855 home improvement
and hardware stores and 270,000 employees. Founded in 1946 and based in
Mooresville, N.C., Lowe’s supports the communities it serves through programs
that focus on K-12 public education and community improvement projects. For
more information, visit
Lowes.com.

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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Posted: 10/16/2017

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