Central Selling Associate - Millwork (REMOTE)- EST & CST
Essential Functions:
- Works within system-based work queue to identify activities ready for review.
- Works in various internal selling and project management systems to obtain and verify information related to service requests and to communicate with others involved in the quoting process.
- Sends, receives and responds to questions from Stores and Service Providers related to quote details and escalates issues/questions when appropriate; communicates with others via phone, email and other communication applications.
- When available, adds product and/or promotional information to a quote as well as any additional labor items and associated charges needed to complete the quote not already included.
- Completes quote re figures as needed (e.g., when a customer changes mind on something that affects the scope or cost of a project); includes re figuring quotes based on existing measurements or changing quotes based on new measurements or increased project scope.
- Organizes work processes to ensure the most efficient work flow while collaborating with others (i.e., Service Providers, Stores, peers).
- Provides peers and leadership team with relevant and timely information when needed to support their decisions and work activities.
- Provides relevant feedback to Supervisor regarding what is working well and not working with the centralized selling model.
- Draws from experience supporting the program to offer ways to improve the customer experience with the centralized selling model.
- Provides feedback to Supervisor regarding the process of Stores qualifying customers to help determine gaps in the process.
- Displays a keen understanding of local competitive offerings, recognizing and communicating the advantages of Lowe’s products and services to employees and customers
- Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs.
- Demonstrates sincere appreciation to customers
- Listens to and responds knowledgeably and promptly to customer and employee questions
- Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe’s programs
- Listens to, identifies, anticipates, and responds to customer needs
- Follows-up with customers to ensure all order and project requirements are satisfactorily met
- Serves as a point of contact on all designs and/or installs within department
- Monitors order status of products and special orders and communicates updates or issues with customers and Lowe’s associates (e.g., Receiving, Delivery, and Install staff) as needed
- Enters, processes, and tracks customer orders and installations to manage customer follow-up and completion of order/project according to schedule.
- In addition to the above responsibilities, this individual is held accountable for other duties as assigned
- High School or GED and less than 1 year of experience in a call center, office administrative, high-volume retail, service support, or similar work environment
- Bachelor’s Degree in a related field