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Social Media Professional

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Lowe's Home Improvement
Published
October 18, 2020
Location
Wilkesboro, NC
Category
Job Type

Description

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 Social Media Professional must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, and social engagements). This role offers value to the business by providing superior customer service through effective written communication and exemplary phone interactions enabling Lowe's to offer a truly omnichannel experience to its customers seeking purchases and service. In addition, Customers engaging on our Social Media sites have the potential to influence customer loyalty and brand reputation in a broader way, so the issues must be handled with the upmost sensitivity and urgency, representing the Lowe's Mission and Core Beliefs. With a deep understanding of the Lowe's business, this Associate ensures customer needs are fully understood and supported in complex situations that may require non-standard processes. This position is in a fast-paced Contact Center environment and schedules may include nights and/or weekend work either onsite or working remotely.

Responsibility Statements:
•Represents Lowe’s in virtual and highly visible communications with customers by conducting business professionally at all times, both verbally and in writing.
•Partners and collaborates with internal and external business partners (lowes.com, Refund Admin, Associate Relations, etc.) to achieve a timely resolution of customer requests and/or business issues.
•Works within established parameters (e.g., quality and productivity metrics), while quickly and efficiently providing excellent customer service in near real time.
•Assess non-routine and complex scenarios, making quick decisions regarding how best to serve the customer while balancing business needs.
•Creates options through research of all available processes and information to determine most appropriate action steps and resolution.
•Closely follow directions, engage with peers, leadership, and customers in a professional manner, and communicate issues. Identify trends and work with other business areas (PR, HR, Legal, Marketing, Executive Leadership) to address appropriately.
•Utilizes established tools, systems, and processes to determine the best course of action and/or optimal solutions for customers which may require using judgment when a customer request does not fall into the typical protocol.
•Serves as a knowledgeable resource to customers through consistent, accurate, and efficient delivery of information regarding their issue/concern.
•Takes appropriate action to mitigate any dissatisfaction (e.g., product and expedited services, appeasements) while maintaining a professional, courteous, and caring attitude.
•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.
•Identifies customers needs to fully understand the need behind the need, adapting in-the-moment and being resourceful to resolve problems. This also includes escalating concerns/needs to appropriate members of leadership.
•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.
•Evaluates Better Business Bureau reviews for any service needs and escalates to leadership and business partners for customer resolution.
•Acts as a mentor to newly hired Social Professionals.
•Is receptive to feedback and willing to hone skills and enhance performance on a continual basis.
•In addition to the above responsibilities, this individual is held accountable for other duties as assigned.

Qualifications
To 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
Intermediate/advanced knowledge of customer service, reading, writing

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