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(Lowe's is HIRING! 🎉) Get Paid $3,315.87 - $5,525.87 per Month - Work from Home



Exec Cust Relations Case Mgr (Remote) 1605 Curtis Bridge Road

Location: Wilkesboro, NC (SSC)

Category: Contact Centers

Job Id: 2496294BR

Job Type: Full time

Department: LWS_USA_Executive Customer Relations

Remote

Life. Career. Build it Together Here. Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CA(salaried roles only), CT, CO, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, MA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY. The Executive Customer Relations Case Manager is primarily responsible for supporting the Lowe’s Executive Office in rebuilding relationships and retaining customers who have experienced complex and challenging issues through their interaction with Lowe’s. Escalations that reach this role are of the most serious in nature and level of sensitivity. The Executive Customer Relations Case Manager acts as the liaison between Lowe’s Executives and the customer to ensure an amicable resolution for the customer is achieved in a timely fashion, and in a manner consistent with the Company’s objectives and values. To be successful, the Executive Customer Relations Case Manager must have the ability to communicate effectively and confidently in high-pressure, uncertain, or ambiguous situations, which frequently require quick, independent decisions. An individual in this role must be self-directed and is responsible for making decisions and coordinating resources to ensure all appropriate parties are aware of the severity of issues. The Executive Customer Relations Case Manager works closely with Lowe’s Executives, Stores, Market Directors, Vendors and other high profile roles within Lowe’s, in order to achieve amicable resolution through effective case management and ownership. In addition, the Executive Customer Relations Case Manager acts as the primary contact for outside organizations (e.g., Attorneys General, Better Business Bureau). The Executive Customer Relations Case Manager is responsible for analyzing the root cause(s) of situations, taking ownership of resolution, and presenting results to the Executive level. To accomplish this, the Executive Customer Relations Case Manager must own the customer interaction from point of escalation to resolution, working through multiple touch points and stakeholders, and by coordinating internal and external resources. Cases can span across multiple weeks or months, requiring careful and comprehensive documentation. This role requires a deep understanding of enterprise sales and service programs and initiatives, contractual obligations, public relations and corporate communications policies, legal guidelines, and other standards/procedures that serve an important role in addressing highly sensitive and complex customer service situations which have the potential to threaten the Lowe’s Brand. In addition, the individual in this role must be able to identify situations that require input and counsel from other groups, and inform all key stakeholders as appropriate. This role offers value to the business by providing a final, centralized escalation point for external customers whose expectations have not been met, and for who all previous mediation attempts have been unsuccessful. This role also provides Lowe’s employees with a resource for negotiation and support in the process of managing complex and sensitive customer issues.

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. Pay Range for CA, CO, NJ, NY, WA: $19.13 - $31.88 per hour Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.




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