PSC Supervisor

Lowe's Companies, Inc.•Laurel, MD

2d•$61,600 - $102,900•Onsite

About The Position

The Pro Solutions Center Supervisor is responsible for supervising a high performing team responsible for ensuring delivery on service level agreements for internal and external customers. This leader has direct responsibility for all aspects of Customer Service Representatives performance including hiring, development, performance management, team communications, and delivery against key operational metrics.

Requirements

Bachelor’s Degree - Business Administration or equivalent experience
3 years’ experience in a team leadership or coaching role with or without direct report responsibility or a formal supervisory title.
2 years’ experience working in a call center, office administration, high-volume retail, service support, or similar work environment.

Nice To Haves

Knowledge of centralized management and support practices.
Demonstrated experience in training, developing, and mentoring a large team (i.e., 10+ employees).
Experience in remodeling or construction industry.
Experience in a sales role or participating in the sales process (e.g., creating quotes, project specs, etc.).
Experience using Zendesk or similar CRM (Customer Relationship Management) tool.

Responsibilities

Oversees the daily supervision of customer service representatives within assigned location.
Supports sales team to qualify customers when selling solutions.
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.
Makes recommendations in the candidate selection process for nonexempt roles.
Helps associates on the team transition through change.
Leads the onboarding and training process for associates.

Benefits

Health, Dental and Vision insurance
Life and Disability insurance
Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
Flexible spending and health savings accounts
401(k) Retirement account with company match
Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
Education support programs, including tuition assistance and trade skills scholarships
Business Travel Accident insurance
Maternity and Parental leave
Adoption assistance
Lowe's Associate Discount and broad discount platform
Annual bonuses
Enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan
Grant awards