Exec Cust Relations Case Mgr 2

Exec Cust Relations Case Mgr 2

Requirements

• High School or GED
• 3-5 Years of Customer Service Experience
• 1-2 Years of Contact Center Experience

Responsibilities

• 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 are typically more complex and require longer-term oversight, averaging up to 6 months.
• 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 stated and unstated customer needs
• Documents interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps, ownership of follow-up, applicable timeframes, and final resolution letters, as appropriate
• Salvages sensitive customer relationships by managing complex workstreams 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
• Analyzes each case independently based on the facts available to determine failure points within the customer experience and compile all relevant information
• 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
• Conducts effective case management and negotiation with customers and business partners through all phases of case resolution
• Serves as a knowledgeable resource to escalated customers through consistent, accurate, and efficient delivery of information regarding their issue/concern
• Develops, negotiates, and communicates offers for compensation and final resolution to customers

Preferred Qualifications

No preferred qualifications provided.