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Job Description

Job Description

Service Project Coordinator-Contact Center (Executive Customer Relations)

Job ID 1496540BR Date posted 12/06/2018 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 Service Project Coordinator is primarily responsible for supporting sales associates of sold installation jobs/projects across multiple locations while working from a Central Location in order to facilitate end to end work flow management of the job/project.

The Service Project Coordinator will also have primary responsibility with all aspects of these jobs/projects by confirming the scope of work with Customers and Services Providers, tracking progress, addressing issues and communicating timely with Customers, Service Providers, Stores, and Vendors to keep the job/project moving forward.

To accomplish this, the Service Project Coordinator must have moderate knowledge of remodeling, construction and Customer Service practices.

The Service Project Coordinator will collaborate directly with Customers, peers, Service Providers, Stores and FSM’s in order to deliver on the Customer Experience.

*End to end job/project work flow communication and management (Customers, Installers, Stores, and Vendors).
*Conducts initial contact with Customer and Service Providers to provide correct direct and backup contact information, job/project expectations and verify job/project scope to ensure successful service delivery.
*Obtain installation schedules from service Providers and confirm times with Customer to ensure job/project can start on time.
*Verifies job/project completion with Customer.
*Handles post completion job/project issues.
*Builds job/project plan timelines and sequencing as needed for successful work flow including coordination with multiple Service Providers and Vendors for one job/project as scope of work dictates.
*Tracks Special Order product to coordinate job/project work flow and follows up on over due dates.
*Ensures Permits are obtained and closed out on required job/projects.
*Monitors job/project work flow to maintain project plan and SLA’s and make adjustments and communicates when necessary with Customers, Service Providers, Stores and Vendors.
*Confirms job/project required completion paperwork before processing Service Provider payment.
*Maintains accurate record of all interactions and occurrences in relation to Customer and Service *Provider contact and make updates through documenting comments in supporting Tools i.e.
Project Tool.
*Manage and resolve Work Order issues (post job/project completion) including assessment of related costs and the potential of Service Providers and/or Vendor Charge backs.
*Acts as primary point of contact for the Customer through the entire job/project cycle.
*Receives and responds to questions from Customers relating to job/project and Expectations.
*Receives and responds to questions from Service Providers relating to job/project Process, Paperwork, Invoicing and Payments.
*Meets or exceeds customers’ expectations, looking for ways to improve their experience by understanding how the Service Project Coordinator role, team goals, and daily activities fit into the company vision.
*Prioritize tasks and persevere toward completion in the face of setbacks, challenges and adversity.
*Drives for results by consistently achieving goals and pushing to complete tasks by deadlines.
*Organize work processes and ensure work efficient work flow while collaborating with others, i.e. Service Providers, Stores and Vendors in order to deliver Customer Experience and promote Team Collaboration.
*Inform the right people with the right information to make effective and timely decisions.
*Pursues self-development and effective relationships with others by organizing information; sharing information with co-workers and customers; seeking performance feedback; adapting to and learning from change, difficulties, and feedback.
*Completes work assignments by using procedures, data, and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities.

HS Diploma
6 months experience in a customer facing role

Bachelor’s Degree or related field
Experience working in a Project Management function

About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe’s and its related businesses operate or service more than 2,240 home improvement and hardware stores and employ over 310,000 people. 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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