Job ID : empEbjJIbFZhQmFMdEZXM1ZJamtydz09
Answer inbound calls from customers, service providers and stores to provide installation project support. · Manage outbound tasks and make outbound calls to customers, providers, stores and vendors in order to provide updates or gather project information. · Conduct initial contact with customer and service providers to provide centralized contact information and project expectations in order to verify project scope and ensure alignment.
· Ensure projects are scheduled within the SLA by the service provider and provide confirmation to the customer. · In coordination with stores and customers, arrange product delivery to ensure work can begin on time. · Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system. · Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs. · Submit accurate and thorough documentation of all interactions related to the project in appropriate technology tools (i.e., Installation Management System, myRedVest and Salesforce). · Practice active listening skills with customers, service providers, stores and vendors in order to deliver an excellent customer experience and promote team collaboration. · Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes. · Drive for results by consistently achieving goals and completing tasks/activities on time. · Build effective relationships with others by organizing information, sharing information with coworkers and leaders and seeking performance feedback. · Adapt to a fast-paced environment with evolving process enhancements. · Complete assigned training courses, participate in team meetings, town halls, developmental meetings, etc.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MINIMUM REQUIRED EDUCATION/EXPERIENCE:
H.S. Diploma or Equivalent
3 years of customer service or sales experience
Proficiency in using basic computer tools and navigating between applications
PREFERRED EDUCATION/EXPERIENCE:
Bachelor's Degree
Experience in project coordination OR experience in remodeling or construction industry
Experience working in a Project Management function
Experience in contact center or customer facing environment
Bilingual
This role is not currently offered in California.
This position is a remote role, and you will train and work from home. Current minimum qualifications require the following:
Internet access that meets the following criteria:
Internet speed has a minimum 20mb/s download, 5mb upload according to your service agreement.
Note: You can run a speed test by accessing the following: Google Speed Test or Speed Test. These links must be accessed from your home computer, not a Lowe’s computer or cell phone. Run the speed test 3 times and get the highest speed result.
Limited usage of streaming services or other activities that restrict wi-fi speed during work hours to prevent latency or bandwidth issues.
Easy access to your home router for equipment set up. The computer and router must be within 6 feet of each other. You MUST provide an ethernet cord long enough to plug into the equipment for set up. (Lowe’s will provide equipment)
A work environment free of distractions
EEO Statement
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.