Exec Cust Relations Case Mgr 1
Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The purpose of this role is to support the Lowe's Executive Office in rebuilding relationships and retaining customers who have experienced challenging issues through their interactions with Lowe's. This role acts as the liaison between Lowe's Executives, Field Leadership, 3rd Party Service Providers, and the customer to ensure an amicable resolution for the customer is achieved in a timely fashion, and in a manner consistent with the Company's objectives, behaviors, and values.
What You Will Do
Represents Lowe’s Executive Office in all communications with customers by conducting business professionally at all times, both verbally and in writing, throughout the lifecycle of escalated customer issues. Escalated issues assigned to this role typically require short-term oversight (less than 10 days). Handles issues with the upmost sensitivity and urgency, identifying when additional assistance may be required Provides a differentiating customer experience by identifying and responding appropriately to customer needs Documents interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps. Performs initial review and case setup for more complex issues that will be managed by other team members. Salvages sensitive customer relationships by coordinating action across multiple internal and external parties, often using non-standard processes Delivers effective, customer-centric support across multiple channels of communication including phone, email, traditional letters, and social media Utilizes established tools, systems, and processes to determine the best course of action and/or optimal solutions for customers which may require using judgment when a customer request does not fall into the typical protocol Serves as a knowledgeable resource to escalated customers through consistent, accurate, and efficient delivery of information regarding their issue/concern
Minimum Qualifications
High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable Less than 1 year Customer service experience 1 Year Contact Center experience Pay Range: $19.15 - $31.98 per hour Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page. Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii. About Lowe’s Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company with total fiscal 2025 sales of more than $86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,750 home improvement stores, 540 branches and 120 distribution centers. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com. Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.