What are the responsibilities and job description for the Pro Solution Center Manager position at Lowe's?
The Pro Solution Center Manager is responsible for leading a high performing team to include a team of supervisors, responsible for ensuring delivery on service level agreements for internal and external customers. This leader is responsible for communicating business objectives and ensuring delivery of key performance indicators. In addition, the Pro Solutions Manager resolves more complex/escalated customer issues ensuring delivery of Pro Solution Center service model.
Responsibility Statements
- Leads a team of Supervisors and Customer Service Representatives within assigned region.
- Supports sales team to qualify customers when selling solutions.
- Resolves simple and complex issues related to order management functions.
- Assists associates with HR related issues including questions/concerns with attendance, pay, benefits, job changes, voluntary terminations, I-9 verification, unemployment claims, and workplace accommodations.
- Communicates clear expectations for associates, monitors and manages associate performance for accuracy and timeliness, providing timely and constructive feedback.
- Works with associates to build a work environment of engagement and inclusion.
- Recruits, hires, trains, develops, and retains effective teams.
- Helps associates on the team transition through change.
- Leads the onboarding and training process for associates.
- Communicates and builds partnership with leadership and cross functional teams at all levels of the organization.
- Monitors and manages associate performance, holding them accountable to expected behaviors and performance levels.
- Provides recommendation to leadership in developing training content and training plans to support successful alignment on new and existing programs, promotions, processes, customer service skills and quality assurance.
What you Need to Succeed
Minimum Qualifications
- Bachelor’s Degree - Business Administration or related field
- 10 years’ experience working in customer service.
- 5 years’ experience supervising or leading others in a customer service, sales support or call center environment.
- Proficiency with Microsoft Office Suite.
- Knowledge of CRM tools (i.e., Zendesk, Salesforce).
- 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%.
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 our benefits page.
Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.
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.
Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.
Pay Range: $83,500.00 - $139,400.00 annually 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.Salary : $83,500 - $139,400
