Log In
Sign Up
Job Description
The purpose of the Manager, Pro Solution Center is to lead, coach and develop a team of Customer Service Representatives in accordance with the mission, strategy and performance deliverables of the Pro Solution Center. This role works closely with peer managers, branch operations, stores and field sales teams to provide the highest level of service to customers and ensure efficient solution center operations. The Manager has direct responsibility for all aspects of CSR performance including hiring and development, performance management, team communications, consistent execution, service quality levels, and delivery against key operational metrics. To accomplish this, the Manager must have knowledge of all center operations, technologies used, general business and HR processes, customer service acumen and leadership proficiency.
The key deliverables of this role include a highly engaged workforce, contribution to the financial and business objectives of the company and achievement of all measures of Pro Solution success as established by leadership.
** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. In addition, duties, responsibilities, and activities may change at any time with or without notice.
Essential Responsibilities:
- Drives execution of CSR activities in support of the centralized Pro Solution Center function.
- Monitors CSR performance to identify training needs and trends impacting group performance
- Provides continuous development and training for CSRs through real time coaching and regularly scheduled feedback.
- Provides feedback to leadership team regarding process, program, and system opportunities.
- Uses data analysis and reporting to manage the organization and track deliverables; Continuously measures team effectiveness to ensure alignment with business objectives.
- Serves as Subject Matter Expert for the development of best practices, process and documentation.
- Assists in developing training content and training plans to support successful alignment on new and existing programs, promotions, processes, customer service skills and quality assurance.
- Partners with Director of the Pro Solution Center to oversee business-specific programs by applying deep expertise in subject area, developing work plans, coordinating resources and shepherding execution to achieve desired results.
- Makes real-time decisions to support field sales, branch operations, stores and customers; multi-tasks with strong coordinates with all stakeholders.
- Oversees CSRs responsible for servicing will call counter activities for walk-in customers, as needed. Partners with branch location management to ensure proper procedures and services rendered.
- Makes hiring decisions with Director for team vacancies and works with HR to execute a strategy to recruit and fill open positions.
- Provides feedback to sales leadership to help field sales teams set expectations and qualify customers up front when selling solutions.
- Collaborates with field sales teams, branch operations, stores, and customers to identify and address opportunities to improve the centralized Pro Solution Center support functions.
- Partners with shipping, receiving and transportation to fact-find and troubleshoot issues and communicates to impacted parties accordingly. Assists with inventory transfers in accordance with operational policy and procedure.
- Collaborates with Merchandising/Purchasing teams to ensure Lowe’s store inventory needs are met for special projects, special orders and non-stocked item needs.
Minimum Qualifications:
- Minimum 10 years of experience working in customer service
- Minimum 5 years of experience supervising or leading others in a customer service, sales support or call center environment
- Bachelor’s Degree in Business Administration or related field preferred
- Proficiency with Microsoft Office Suite
- Excellent verbal and written communication skills
- Strong leadership, motivation and teambuilding skills
- Ability to train and coach for performance
- Ability to analyze and problem solve to bring solutions to customers
- Ability to multi-task, prioritize and manage time effectively
- Ability to work collaboratively across the organization
- Ability to stay calm with all customers seeking resolution to a problem by providing support and superior customer service until resolution is met.
- Retail sales and operations experience a plus
- Ability to travel 5-10%
- Successful passing of a pre-employment background and drug screen
What we offer:
Associate Benefits include: Competitive pay, Health, Dental and Vision insurance, Life and Disability insurance, Paid time off, including vacation, holidays, sick and volunteer time, Flexible spending and health savings accounts, 401(k) Retirement account with company match, Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs, Education support program to include tuition reimbursement, Business Travel Accident insurance, Maternity and Parental leave, Adoption assistance, Lowe’s Associate Discount and broad discount platform. Benefits offerings change each year and eligibility varies. For the most up-to-date breakdown of what’s available to you, visit MyLowesBenefits.com.
EEO Statement: Lowe’s Pro Supply 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.
Job Type: Full-time
Pay: $80,000.00 – $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Employee stock purchase plan
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Supplemental Pay:
- Bonus pay
Work Location: One location
