The purpose of this role is to lead, support, and develop Executive Customer Relations Case Managers in order to provide the highest level of support for the team representing the Lowe's Executive office. This role will have direct responsibility for hiring, training, performance management, and employee development. This role requires a deep understanding of Enterprise sales and services programs and initiatives, contractual obligations, public relations and corporate communications policy, legal guidelines, and other standards/procedures that will support coaching and development targeted to address roadblocks that impede resolution on behalf of Lowe's most at-risk customers.
Works closely with Manger Executive Customer Relations and other key roles to ensure the team is executing strategy and taking timely and appropriate action to resolve customer issues in order to rebuild and retain the customer relationship.
Review and analyze current workload for Executive Customer Relations Case Managers to make appropriate case assignments and monitor productivity while providing case guidance and real-time support to the team.
Manage the Executive Customer Relations time off pool to ensure compliance with staffing requirements and maintain optimal service levels
Serves as the escalation point for Executive Case Managers for assistance with handling and resolving the most complex or sensitive situations that cannot be resolved by a Case Manager by applying deep expertise, sharing ideas and recommendations supported by data.
Provide Executive-level trend data regarding customer pain points and prepares Executive Summaries to update appropriate stakeholders and Executives of case details and resolution, as requested.
Coaches and mentors junior team members to ensure team is representing the Lowe’s Executive office in an appropriate manner to maintain Lowe’s integrity
Maintain consistent execution, meeting quality standards of performance while delivering key operational metrics
Represents Lowe’s Executive Office with all communications with customers by conducting business professionally at all times, both verbally and in writing
Escalates high priority issues or risks when appropriate.
H.S. Diploma, 5 years Customer Service Experience
2 years Contact Center Experience and 1 year Supervising or Leading teams