Pro Solution Center Manager

Lowe's Home Centers • Mooresville, NC

13d

About The Position

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. What You Will Do 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.

Requirements

• Bachelor’s Degree - Business Administration or equivalent experience
• 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.
• Ability to travel 5-10%.

Nice To Haves

• Retail sales and operations experience a plus.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees