Central Selling Specialist - Flooring (Remote) MST/PST
About The Position
The Central Selling Specialist - Flooring is a fully remote role responsible for preparing and reviewing customer quotes, contacting customers to close or tender sales, and providing consultative service to ensure customer needs are met. The specialist works toward specific performance standards and may coordinate directly with Service Providers and Store employees to complete work accurately and on time. The role requires foundational knowledge of flooring products, installation, phone and computer systems, and customer service practices, as well as the ability to learn and use new systems and tools with training. The specialist works in system-based queues and internal selling and project management systems to review service requests, verify information, coordinate quote details, and communicate with customers, Stores, Service Providers, and other Lowe’s associates. Responsibilities include preparing and revising quotes, adding applicable products, promotions, labor, and charges, and managing customer orders and installation follow-up through completion. The position also contributes feedback and improvement ideas related to the centralized selling model and customer experience.
Requirements
- High school diploma, GED, or equivalent years of experience in lieu of the education requirement, if applicable.
- Up to 1 year of experience in a call center, office administrative, high-volume retail, service support, or similar work environment.
- If required by state or local municipality, hold a salesperson license or pass the required licensing exam within 60 days of starting employment.
- Foundational knowledge of flooring products, installation, phone and computer systems, and common customer service practices.
- Ability to learn and use new systems and tools with training.
Nice To Haves
- Bachelor’s degree in a related field.
- Experience in the remodeling or construction industry.
- Lowe’s store experience.
- Installed flooring sales experience.
- Experience using MS Dynamics or a similar customer relationship management (CRM) tool.
Responsibilities
- Deliver friendly, professional SMART customer service in accordance with Lowe’s customer service policies, procedures, and programs.
- Work within system-based queues to identify activities ready for review.
- Use internal selling and project management systems to obtain and verify information related to service requests and communicate with others involved in quoting.
- Send, receive, and respond to questions from Stores and Service Providers about quote details, escalating issues when appropriate and communicating through phone, email, and other applications.
- Add applicable product, promotional, labor, and associated charge information to quotes when available and needed.
- Recalculate quotes when customers change project scope, measurements, or other factors that affect project cost.
- Organize work efficiently while collaborating with Service Providers, Stores, and peers.
- Provide peers and leadership with relevant, timely information and feedback to the Supervisor about the centralized selling model and store qualification process.
- Suggest improvements to the customer experience based on experience supporting the centralized selling program.
- Understand local competitive offerings and communicate the advantages of Lowe’s products and services.
- Listen to, identify, anticipate, and respond knowledgeably and promptly to customer and employee needs and questions.
- Communicate product stock, special-order merchandise, feature, benefit, application, and warranty information related to Lowe’s programs.
- Follow up with customers to ensure order and project requirements are satisfactorily met.
- Serve as a point of contact for designs and/or installations within the department.
- Monitor product and special-order status and communicate updates or issues to customers and Lowe’s associates, including Receiving, Delivery, and Install staff.
- Enter, process, and track customer orders and installations, managing follow-up and completion according to schedule.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
