Lowe's CC Specialist CDT in Houston, Texas

Job Description:

General Description/Purpose

The CDT Specialist Agent is primarily responsible for providing an outstanding and differentiating customer experience by

understanding stated and unstated customer needs and responding appropriately. The most important responsibility of this role

is to represent Lowe’s values and vision to all internal and external contacts, understanding that our customers expect to

communicate with a professional and empowered representative of Lowe’s organization. Customers of the Central Delivery

Terminal include traditional Lowe’s retail customers (individual consumers and professional/commercial customers), Lowe’s

installers, and Lowe’s Stores.

The CDT Specialist Agent is expected to become highly proficient in a specialized area(s) of the Lowe’s business requiring deep

knowledge and an advanced skill set. The Agent must be able to handle continuous work and increasingly complex inquiries

related to the supported Central Delivery Terminal. An individual in this role must have a deep understanding in the specialized

area (CDT) and acts as the subject matter expert in the area where specialized.The CDT Specialist Agent is also responsible for partnering and collaborating with internal and external business partners (e.g.,

Central Dispatch Office, Fleet & Delivery, RDCs, ADCs, vendors) to achieve a timely resolution of customer requests and/or

business issues.

An individual in this role must be able to assess non‐routine and complex scenarios and make quick decisions

regarding how best to serve the customer while balancing business needs. The CDT Specialist Agent works closely with his/her

Coach to consistently improve proficiency in skills and overall performance within a Specialty skill. This Agent must be receptive

to regular feedback to hone skills and enhance performance.

An individual in this role must work within established parameters (e.g., quality and productivity metrics), while quickly and

efficiently providing excellent customer service in real time.

In order to accomplish this work, this Agent must have advanced

knowledge of computer systems, customer service skills, CDT operations, enterprise sales and service programs and initiatives,

contractual obligations, reading, writing, and comprehension skills, and the ability to adapt to frequent change. An individual in

this role must also be able to closely follow directions, engage with peers, leadership, and customers in a professional manner,

and communicate issues, concerns, and wins.

This role offers value to the business by providing superior customer service through the Central Delivery Terminal, and in

partnership with the Central Dispatch Office at the Contact Center, enabling Lowe’s to offer a truly omni‐channel experience to

its customers. With a deep understanding of a specialized area as well as the Lowe’s business, this Agent ensures customer

needs are fully understood and supported in complex situations that may require non‐standard processes. This position is in a

fast‐paced Central Delivery Terminal environment, acting in a Contact Center‐like role, and schedules may include night and/or

weekend work.

Key Responsibilities

‐ Uses established policies and procedures to meet customer needs while interacting with customers through any

channel by which the customer may choose to engage Lowe’s; assisting with all customer needs specific to assigned

work type (e.g., entering new or updated customer information into system, processing orders, forms and

applications); providing adequate information and explanation to customers regarding products, services, pricing

information, and all other customer questions; utilizing established tools, systems and processes to determine the

best course of action and/or optimal solution for the customer which may require using judgment when a customer

request does not fall into the typical protocol; documenting interactions according to standards to ensure complete

and accurate records are maintained; conducting any necessary follow‐up activities and/or notifying other

departments on behalf of the customer; establishing and communicating to customer accurate time‐frames for issue

follow‐up and resolution, including next steps and ownership of follow‐up; identifying and following established

escalation procedures; recognizing and acting on sales opportunities, including following up as necessary to ensure

their needs are met or to provide additional information after researching questions; locating and reviewing

customer records; identifying and notifying leadership of customer patterns, trends or atypical activities that may

have a negative impact on customers or the business.

‐ Provides an engaging world class customer experience that differentiates Lowe’s from other retailers through each

contact by acknowledging customers' unique needs and interests in order to complete each transaction in a timely

manner; connecting on a personal level, and showing empathy in order to establish rapport; inspiring customers in

every interaction with a positive attitude, engagement, care, and courtesy; creating customer loyalty through

commitment and ownership of work; serving as knowledgeable resource to customers through consistent, accurate,

and efficient delivery of information to resolve their issue/concern and help them define project needs and desires;

providing clear and effective verbal and written communications to customers which are simple and easily

understood.

  • Practices continuous learning and self‐development by remaining actively engaged in ongoing learning of Lowe’s

business and Central Delivery Terminal and Contact Center technology, processes, and tools in order to effectively

carry out assigned activities; partnering with leadership to identify and improve on strengths and development

opportunities; being open and receptive to coaching and taking action on feedback received; maintaining focus on continuous improvement.

‐ Collaborates with internal and external business partners on behalf of the customer by requesting information in

either written or verbal format; providing issue‐specific information to partners and third parties to facilitate

resolution; negotiating to achieve an acceptable solution for both the customer and the business; alerting

appropriate leaders when partners or third parties are not meeting service level agreements or to identify areas of

opportunity for product and/or service improvement; soliciting input and ownership from district and regional

management, according to severity of the issue.

Minimum and Preferred Qualifications

Minimum Qualifications

High school diploma or equivalent

AND 6 months of customer service or sales experience

Preferred Qualifications

Contact Center‐specific skills training and/or certificate

AND Central Delivery Terminal administrative or operational experience

AND 1 year of experience working in a help desk or technical support role

AND Knowledge of the home improvement retail industry

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to

race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital

status, veteran status, genetics or any other category protected under applicable law.

Job ID: 1384559BR

Line of Business: Distribution

Job Category: Supply Chain

Department: 0304 - DC Product Flow

Employment Type I: Regular

Employment Type II: Full-Time

Location #: 3362

Location Name: Lowe's Central Delivery Term

City: Houston

State: TX

EEO Statement:

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.