Purpose of Role:The primary purpose of this role is to provide an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers. The Customer Experience Professional must deliver effective, customer-centric support across multiple channels of communication (i. e. , phone, email, chat, and text) while supporting all contact center programs. In order to maintain a current knowledge of Lowe's processes, the individual in this role is expected to continue learning, developing, and building on the foundational skillset of a Lowe's Customer Experience Professional. The Customer Experience Professional receives regular feedback from his/her Supervisor; the individual in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to the business by providing superior customer service through the Contact Center, enabling Lowe's to offer a truly omnichannel experience to its customers seeking purchases and service. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work. Responsibility Statements:*Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage Lowe's*Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries*Determines and assists with all customer needs (e.g., purchase needs, status inquiries, service needs, feedback on store experience, or general Lowe's inquiries)*Provides adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions*Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems *Recognizes and acts on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions*Connects on a personal level and shows empathy in order to establish rapport and inspire customers in every interaction with a positive attitude, engagement, care, and courtesy*Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs and desires*Listens attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems*Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe's business and Contact Center resources in order to effectively carry out activities*In addition to the above responsibilities, this individual is held accountable for other duties as assigned ***Due to COVID-19 the minimum qualifications have been temporarily modified*** * *Due to the current State Mandates there are additional requirements. PLEASE READ THEM BELOW!!!!* * *This position will train and work remote from home. Once training is complete you will be given a work from home schedule.* * *Once there is a plan to safely bring employees back to the contact center, we will do so.* *Modified minimum qualifications now require the following* *:* *You need to have internet access with the following requirements:* * *Internet speed has a minimum 20mb/s download, 5mb upload according to your service agreement.* * *Note: You can run a speed test by accessing the following:* *or* *these links must be accessed by your home computer, not a Lowe's computer or cell phone. Run the speed test 3 times and take the highest speed result.* * *Limited usage of streaming services or other parties using wi-fi during work hours to prevent latency or bandwidth issues.* * *Easy access to your home router for equipment set up. Computer and router must be within in 6 feet of each other* *.* *You MUST provide an ethernet cord long enough to plug into the equipment for set up.* *(Lowe's will provide equipment)* QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Required Education/Experience: * H.S. Diploma or Equivalent * 1 year customer service or sales experience * Proficiency using basic computer tools and navigating between application * Intermediate/advanced knowledge of customer service, reading, writing * MUST reside within the state of Indiana at all times, or be willing/able to relocate within the state of Indiana within 30 days of being extended an offer. Relocation expenses will NOT be covered by Lowe's.