The CC Pro - Repair Services serves as a mentor for Contact Center Agents and provides direct assistance to customers whose incidents require escalation. This position also works directly with service providers and field management to ensure they consistently meet the service and parts fulfillment needs of our customers.
The Pro provides Agents with immediate “help desk” assistance in person and by phone. Pro roles include: provide information and guidance to Agents; serve as mentor to Agents who are in training or struggling to meet performance expectations; identify individual and group training needs, process gaps and call trends; and work with district and regional management, other Lowe’s business areas, and external vendors to resolve escalated incidents. This position is in a fast-paced call center environment and schedules include night and/or weekend work.
Essential Functions and Responsibilities:
•Provide real-time information and guidance to Agents who need assistance with calls related to questions, troubleshooting, scheduling repairs, and other repair-related contact types
•Mentor Agents while they are in training and/or if they are struggling to meet performance expectations.
•Provide Supervisors with feedback on Agent performance, with an emphasis on identifying individual and group training needs.
•Identify and communicate process gaps to Contact Center Management, with an emphasis on ensuring Agents have the information and guidance required to meet customer needs.
•Serve as subject matter experts to help improve or create new processes.
•Identify and communicate call trends to Contact Center Management, with an emphasis on ensuring Agents are prepared for “hot topic” call types.
•Resolve escalated customer calls by establishing customer confidence and taking action within established limits of authority. Includes working with dissatisfied customers, soliciting input and ownership from district and regional management, coordinating support from external vendors, and coming up with creative solutions to meet customer needs.
•Facilitate the rescheduling and/or canceling of appliance repair appointments when associates are unable to reach Independent Service Providers.
•Escalate incidents to district and regional management, external vendors, and other Lowe’s business areas. Monitor incidents to ensure that escalation contacts are actively working toward a resolution.
•Work directly with district and regional management, external vendors, and other Lowe’s business areas to research potential solutions or gather information necessary to resolve customer incidents.
•Perform selected administrative tasks to ensure consistent, quality service (assign calls received after hours and distribute them to Agents, maintain reporting to track open incidents assigned to external vendors, etc.).
•Evaluate unique customer situations that might require one or more of the following: unit replacement; monetary compensation or other concessions; or sourcing alternate Independent Service Providers.
•Work with Independent Service Providers to: get updates on repair status; provide information on parts availability and delays; schedule/reschedule repair appointments; and review cost of repairs.
•Call support for Agents includes but is not limited to: troubleshooting appliance problems; scheduling service; questions about warranties and Extended Protection Plans; EPP registrations; complaints about stores, products, and service providers; requests for receipt copies; orders for parts and owner’s manuals; and other repair-related inquiries.
•Pros in this role may be expected to answer other call types or perform other duties as assigned.
Essential Knowledge, Skills, & Abilities
•Customer Service Orientation
•Attention to Detail
•Multitasking and Time Management
•Conflict Resolution, Composure, and Assertiveness
•Decision-Making and Problem-Solving
•Cooperation and Collaboration
•High school diploma or equivalent
•1 year previous customer service experience
•Mentor and/or leadership experience
•Good work attendance history
With fiscal year 2012 sales of $50.5 billion, Lowe’s Companies, Inc. is a FORTUNE® 100 company that serves approximately 15 million customers a week at more than 1,750 home improvement stores in the United States, Canada and Mexico. Founded in 1946 and based in Mooresville, N.C., Lowe’s is the second-largest home improvement retailer in the world. For more information, visit Lowes.com.
Lowe's - 20 months ago
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