The Service Coordinator is primarily responsible for supporting customers of installation jobs sold across multiple locations while working remotely in a centralized model. The Service Coordinator has the responsibility of tracking progress, addressing issues, and communicating timely with customers, service providers, stores, and vendors to keep the job moving forward. To accomplish this, the Service Coordinator must have excellent customer service skills. The Service Coordinator will collaborate directly with customers, peers, service providers, and stores including leadership, in order to deliver customer experience. The Service Coordinator receives regular feedback from his/her Assistant Manager; the individual in this role must be receptive and incorporate the feedback to hone skills and enhance performance on a continual basis. This position is in a fast-paced environment and schedules may include night and/or weekend work.

RESPONSIBILITY STATEMENTS:

• Practice careful and active listening skills with others, i.e., customers, service providers, stores, and vendors in order to deliver an excellent customer experience and promote team collaboration.
• Answer inbound calls from customers, service providers and stores related to provide installation job support.
• Manage outbound tasks to provide updates or gather information on job statuses to customers, providers, stores, and vendors.
• In coordination with stores and customers, arrange delivery of products to ensure work/projects can start on time.
• Ensure Lowe’s is compliant in Permits and Lead Safe Practices on sold jobs/projects by making sure all documents required are associated in the job profile.

• Manage and resolve Work Order issues (post job completion) including assessment of related costs and the potential of service provider and/or vendor charge backs.
• Work tasks in order of priority as defined by leadership. Examples of tasks include tracking special order product ETA, following up on overdue store activities, schedule dates, delivery dates, etc.
• Document accurately and thoroughly all interactions related to job management in supporting technology tools (i.e. Installation Management System, myRedVest and Salesforce).
• Meet customers’ expectations by understanding and executing processes and providing feedback that will enhance current processes.
• Drive for results by consistently achieving goals and pushing to complete responsibilities on time.

• Inform the right people with the right information to make effective and timely decisions.
• Build effective relationships with others by organizing information; sharing information with coworkers and leaders; seek performance feedback.
• Adapt to fast-paced environment and evolving process enhancements.
• Complete assigned training courses.
• Participate in team meetings, townhalls, developmental meetings, etc.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM REQUIRED EDUCATION/EXPERIENCE:

• H.S. Diploma or Equivalent
• 1 year of customer service or sales experience
• Proficiency in using basic computer tools and navigating between applications

PREFERRED EDUCATION/EXPERIENCE:

• Experience in remodeling or construction industry
• Experience in contact center or customer facing environment
• Bilingual

This position is not currently offered in California.

This position is a remote role, and you will train and work from home. Current minimum qualifications require the following:

• Internet access that meets the following criteria:

• 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: Google Speed Test or Speed Test. These links must be accessed from your home computer, not a Lowe’s computer or cell phone. Run the speed test 3 times and get the highest speed result.

• Limited usage of streaming services or other activities that restrict wi-fi speed during work hours to prevent latency or bandwidth issues.
• Easy access to your home router for equipment set up. The computer and router must be within 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)

• A work environment free of distractions

EEO Statement

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.

Pay Range for Colorado, New York, and New Jersey : $14.34 - $23.91 per hour

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. Pay Range for Colorado, New York, and New Jersey : $14.34 - $23.91 per hour 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.