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Located in Wilkesboro, NC and Albuquerque, NM, the Lowe's Contact Centers serve as valuable resources for Lowe’s customers and stores alike. The Contact Centers are important to our comprehensive “customer-focused” approach to doing business, providing direct support to customers who contact Lowe’s via phone, e-mail or letter.

*NOTE: Because our Contact Center opportunities exist within a fast-paced, call center environment, many of them have schedules that include night and/or weekend shifts.

Positions within our Contact Center include:

Contact Center Associate
The associate serves as a first point of contact for customers and store employees requiring assistance with complaint resolution, product information and availability, stock and special order sales processing, special order sales systems and reconciliation, and general inquiries regarding company and store programs. The Contact Center Associate provides support through phone and written interaction. This position is in a fast-paced call center environment and schedules include night and/or weekend work.
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Contact Center Supervisor
Manages a team of up to 15 Contact Center Associates and/or Pros.  Responsibilities include:  monitor agent performance to ensure they achieve quality and productivity standards; provide coaching and on-the-job training to improve performance; and successfully implement and execute departmental programs.  Additionally, the Supervisor plays a key role in staffing decisions; identifies and addresses individual and group training needs; and is required to make timely decisions and provide guidance to agents when responding to changing business conditions.  May include night and/or weekend shifts.
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Training/Quality Assurance Coach
Trains and monitors contact center agents to ensure they provide quality service. The Contact Center Training/Quality Assurance Coach conducts regularly scheduled monitoring sessions to evaluate agent performance and provide follow-up training to address weaknesses. The Contact Center Training/Quality Assurance Coach conducts ongoing group training sessions for new hires and existing employees, and serves as a coaching/performance management resource for operational program supervisors.
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Operations Analyst
Responsible for developing and automating approved production reports, generating ad hoc reports on demand, and troubleshooting reporting problems or inconsistencies--including preparation and maintenance of regular reporting to identify opportunities for stores and CSC business areas to improve customer service.  These reports cover every level of the company from corporate summaries to individual reports for each store, district, region, and division. The position also serves as system administrator for the Contact Center's CRM tool.
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Technical Writer
Develops topics for the Customer Care online reference tool—the primary source of information for phone and correspondence agents answering questions from both customers as well as employees from Lowe’s locations. Topics include, but are not limited to, process/procedural documentation, training and reference materials. This position is integral to the design and maintenance of Customer Care’s online reference pages, and the incumbent must have a strong understanding of Internet development technologies and languages, as well as web interface design.
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Project Development Analyst
Develops and implements all new contact center programs, initiates process improvements for existing programs, manages all 3rd party call center relationships, and serves as technology coordinator for the call center.  For new and existing programs, this includes:  forecast contact volumes, determine tools and technologies needed to support programs, and establish procedural guidelines required to execute programs.  For 3rd party relationships, this includes:  ensure 3rd party vendors meet quality standards, maximize efficiency of 3rd party vendors to ensure expenses are within budgeted amounts.  Build and/or strengthen relationships with departments outside the Contact Center.
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Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.


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