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Job Description

Job Description

Service Support Supervisor (Executive Customer Relations)

Job ID 1496507BR 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 primary purpose of this role is to lead, coach, manage, and develop a team of Service Support Specialists. This includes responsibility for ensuring quality customer interactions, successfully implementing and executing departmental programs, identifying and addressing individual and group training needs, and making timely decisions to provide guidance to specialists when responding to changing business conditions.

RESPONSIBILITIES:
  • Manages individual contributors responsible for providing excellent customer experiences through engaging and helpful service support.
  • Ensures all business tools and processes are followed correctly and efficiently and are available to the specialist.
  • Monitors daily operations and call volumes, balancing service levels, meeting all measures of success established for the program and overall managing the floor.
  • Works closely with the Independent Service Providers, Field Service Managers, Third Party Management, Contact Center Management, etc. In order to support decision making processes and ensure processes are effective.
  • Serves as a resource for the Services Department by educating employees on departmental programs, communicating operational guidelines and policies, and researching questions to ensure employees have the information they need to be successful and engaged.
  • Uses experience and insight in services and contact center operations and functions to review, build, and enhance the Service Support program.
  • Researches to actively identify process improvement opportunities that will enhance the customer experience and anticipate customer impact of unique events to then develop a plan to address customer inquiries and needs.
  • Monitor service levels and recommends action that will maximize service level performance, responding to major issues and making decisions that mitigate negative customer impact.

REQUIRED EDUCATION/EXPERIENCE:
  • HS Diploma
  • 2 years of experience working in retail or a high-volume contact center with progressive responsibility
  • 1 year experience supervising or leading others

PREFERRED:
  • Associate Degree
  • Lowe’s Repair Services, Services and/or Contact Center experience

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 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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