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Job Description

Job Description

CC Specialist CDT

Job ID 1384559BR Date posted 04/17/2018 Location Houston, TX Location Name Lowe's Central Delivery Term Address 1256 Greens Parkway Employment Type I Regular Employment Type II Full-Time Line of Business Distribution Department 0304 - DC Product Flow
General Description/Purpose

The CDT Specialist Agent is primarily responsible for providing an outstanding and differentiating customer experience by
understanding stated and unstated customer needs and responding appropriately. The most important responsibility of this role
is to represent Lowe’s values and vision to all internal and external contacts, understanding that our customers expect to
communicate with a professional and empowered representative of Lowe’s organization. Customers of the Central Delivery
Terminal include traditional Lowe’s retail customers (individual consumers and professional/commercial customers), Lowe’s
installers, and Lowe’s Stores.
The CDT Specialist Agent is expected to become highly proficient in a specialized area(s) of the Lowe’s business requiring deep
knowledge and an advanced skill set. The Agent must be able to handle continuous work and increasingly complex inquiries
related to the supported Central Delivery Terminal. An individual in this role must have a deep understanding in the specialized
area (CDT) and acts as the subject matter expert in the area where specialized.The CDT Specialist Agent is also responsible for partnering and collaborating with internal and external business partners (e.g.,
Central Dispatch Office, Fleet & Delivery, RDCs, ADCs, vendors) to achieve a timely resolution of customer requests and/or
business issues.
An individual in this role must be able to assess non‐routine and complex scenarios and make quick decisions
regarding how best to serve the customer while balancing business needs. The CDT Specialist Agent works closely with his/her
Coach to consistently improve proficiency in skills and overall performance within a Specialty skill. This Agent must be receptive
to regular feedback to hone skills and enhance performance.
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, this Agent must have advanced
knowledge of computer systems, customer service skills, CDT operations, enterprise sales and service programs and initiatives,
contractual obligations, 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 role offers value to the business by providing superior customer service through the Central Delivery Terminal, and in
partnership with the Central Dispatch Office at the Contact Center, enabling Lowe’s to offer a truly omni‐channel experience to
its customers. With a deep understanding of a specialized area as well as the Lowe’s business, this Agent ensures customer
needs are fully understood and supported in complex situations that may require non‐standard processes. This position is in a
fast‐paced Central Delivery Terminal environment, acting in a Contact Center‐like role, and schedules may include night and/or
weekend work.

Key Responsibilities

‐ Uses 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; assisting with all customer needs specific to assigned
work type (e.g., entering new or updated customer information into system, processing orders, forms and
applications); providing adequate information and explanation to customers regarding products, services, pricing
information, and all other customer questions; utilizing established tools, systems and processes to determine the
best course of action and/or optimal solution for the customer which may require using judgment when a customer
request does not fall into the typical protocol; 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; establishing and communicating to customer accurate time‐frames for issue
follow‐up and resolution, including next steps and ownership of follow‐up; identifying and following established
escalation procedures; recognizing and acting on sales opportunities, including following up as necessary to ensure
their needs are met or to provide additional information after researching questions; locating and reviewing
customer records; identifying and notifying leadership of customer patterns, trends or atypical activities that may
have a negative impact on customers or the business.

‐ Provides an engaging world class customer experience that differentiates Lowe’s from other retailers through each
contact by acknowledging customers' unique needs and interests in order to complete each transaction in a timely
manner; connecting on a personal level, and showing empathy in order to establish rapport; inspiring customers in
every interaction with a positive attitude, engagement, care, and courtesy; creating customer loyalty through
commitment and ownership of work; serving as knowledgeable resource to customers through consistent, accurate,
and efficient delivery of information to resolve their issue/concern and help them define project needs and desires;
providing clear and effective verbal and written communications to customers which are simple and easily

- Practices continuous learning and self‐development by remaining actively engaged in ongoing learning of Lowe’s
business and Central Delivery Terminal and Contact Center technology, processes, and tools in order to effectively
carry out assigned activities; partnering with leadership to identify and improve on strengths and development
opportunities; being open and receptive to coaching and taking action on feedback received; maintaining focus on continuous improvement.

‐ Collaborates with internal and external business partners on behalf of the customer by requesting information in
either written or verbal format; providing issue‐specific information to partners and third parties to facilitate
resolution; negotiating to achieve an acceptable solution for both the customer and the business; alerting
appropriate leaders when partners or third parties are not meeting service level agreements or to identify areas of
opportunity for product and/or service improvement; soliciting input and ownership from district and regional
management, according to severity of the issue.

Minimum and Preferred Qualifications

Minimum Qualifications
High school diploma or equivalent
AND 6 months of customer service or sales experience

Preferred Qualifications
Contact Center‐specific skills training and/or certificate
AND Central Delivery Terminal administrative or operational experience
AND 1 year of experience working in a help desk or technical support role
AND Knowledge of the home improvement retail industry

Lowe’s is an equal opportunity 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.

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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