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Customer Experience Professional- Remote
Company | Lowe's Companies, Inc. |
Address | Texas, United States |
Employment type | FULL_TIME |
Salary | |
Category | Retail |
Expires | 2023-09-06 |
Posted at | 8 months ago |
Purpose of Role: The primary purpose of this role is to provide an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers. The Customer Experience Professional must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, chat, and text) while supporting all contact center programs. In order to maintain a current knowledge of Lowe's processes, the individual in this role is expected to continue learning, developing, and building on the foundational skillset of a Lowe's Customer Experience Professional. The Customer Experience Professional receives regular feedback from his/her Supervisor; the individual in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to the business by providing superior customer service through the Contact Center, enabling Lowe's to offer a truly omnichannel experience to its customers seeking purchases and service. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.
- Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems
- In addition to the above responsibilities, this individual is held accountable for other duties as assigned
- Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage Lowe’s
- Listens attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems
- Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs and desires
- Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries
- Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe’s business and Contact Center resources in order to effectively carry out activities
- Connects on a personal level and shows empathy in order to establish rapport and inspire customers in every interaction with a positive attitude, engagement, care, and courtesy
- Recognizes and acts on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions
- Provides adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions
- Determines and assists with all customer needs (e.g., purchase needs, status inquiries, service needs, feedback on store experience, or general Lowe’s inquiries)
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