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Job Description

Job Description

Executive Support Pro W

Job ID 1331311BR Date posted 01/16/2018 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Ctr Operations Supp
The Lowe’s Executive Support is primarily responsible for serving as the final escalation point for any customer issue, while maintaining an effective balance between protecting Lowe’s assets and rebuilding customer relationships. The most important responsibility of this role is to protect the Lowe’s Brand during the most complex and challenging cases handled by the Contact Center. Escalations that reach this role are of the most serious in nature and level of sensitivity and may have executive visability. The Lowe’s Executive Support is expected to provide positive resolution to customers for all assigned cases, while handling each in an appropriate and timely fashion.

An individual in this role owns the customer interaction from point of escalation to resolution, working through multiple touch points and stakeholders, and by coordinating resources throughout the company. The Lowe’s Executive Support manages cases that can span across multiple weeks or months, requiring careful and comprehensive documentation. An individual in this role is also responsible for analyzing root cause of a situation and presenting results at the executive level.

An individual in this role also serves as a consultative resource for the Pros, providing operational direction and guidance to help Pros discover the best resolution for a customer in real time, or by assuming responsibility for a customer interaction or issue, and personally pursuing the resolution. An individual in this role must be self-directed and is responsible for making decisions and coordinating resources to ensure all appropriate parties are aware of the severity of issues. This role is also responsible for being a liaison between Lowe’s executives and customers as required. The Lowe’s Executive Support works closely with Contact Center Operations, Operations Support, and Program Managers, as well as executives and other high profile roles within Lowe’s. In addition, the Lowe’s Executive Support acts as the primary contact for outside organizations (e.g., Attorneys General, Better Business Bureau).

This role requires a deep understanding of enterprise sales and service programs and initiatives, contractual obligations, public relations and corporate communications policies, legal guidelines, and other standards/procedures that serve an important role in addressing highly sensitive and complex customer service situations that have the potential to threaten the Lowe’s Brand. An individual in this role must be able to identify situations that require input and counsel from other groups, and inform all key stakeholders as appropriate.

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 Lowe’s Executive Support must have knowledge of all Contact Center programs, especially high visibility areas (e.g., Customer Care and Repair Services). The Lowe’s Executive Support must also have the ability to communicate effectively and confidently in high pressure, uncertain, or ambiguous situations which frequently require quick decisions without immediate assistance from others.

This role offers value to the business by providing a final, centralized escalation point for external customers whose expectations have not been met, and for who all previous mediation attempts have been unsuccessful. This role also provides Lowe’s employees with a resource for negotiation and support in the process of managing complex and sensitive customer issues. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.

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, and 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


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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