Exec Cust Relations Assist Mgr

Lowe's Home Centers, LLC; Mooresville (NC); Remote; USD 62,000 - 103,000; Full time

Job summary

Lowe's Home Centers, LLC is seeking an experienced leader to guide the Executive Customer Relations team (Case Managers, Social Media and Written Communications) in a fully remote role, supporting Lowe’s Executive Office.

You will hire, train, and coach staff; manage performance and development; and lead escalation and case review efforts with data-driven reporting to executives, partners, and stakeholders.

This position requires strong communication, integrity, and a customer-focused mindset.

Qualifications

• High school diploma or GED or equivalent years of experience.
• 3+ years of customer service experience.
• 1 year of contact center experience.

Responsibilities

• Lead and develop the Executive Customer Relations team to resolve issues and protect Lowe's relationships.
• Serve as escalation point for complex or sensitive cases with data-backed guidance.
• Analyze workload and assign cases while monitoring productivity.

Skills

Customer service experience

Contact center experience

Education

High school diploma or GED

Job description

Innovate Remotely

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

Your Impact

The purpose of this role is to lead, support, and develop Executive Customer Relations team members (Case Managers, Social and Written Communications Professionals) in order to provide the highest level of support for the team representing the Lowe's Executive office. This role will have direct responsibility for hiring, training, performance management, and employee development. This role requires a deep understanding of Enterprise sales and services programs and initiatives, contractual obligations, public relations and corporate communications policy, legal guidelines, and other standards/procedures that will support coaching and development targeted to address roadblocks that impede resolution on behalf of Lowe's most at-risk customers.

What You Will Do

• - Is responsible for ensuring Executive Customer Relations team members (Case Managers, Social Media and Written Communication Professionals) are executing strategy and taking timely and appropriate action to resolve customer issues in order to rebuild and retain the customer relationship.
• - Serves as the escalation point for ECR team members for assistance with handling and resolving the most complex or sensitive situations by applying deep expertise, sharing ideas and recommendations supported by data.
• - Analyzes workload to make appropriate case assignments and monitor productivity while providing proactive case guidance and real-time support to the team.
• - Provide business partner and leadership trend data regarding customer pain points and prepares Case Summaries to update appropriate Executives and other business stakeholders of case details and resolution, as appropriate.
• - Manages, coaches and mentors to ensure the team is representing the Lowe’s Executive office in an appropriate manner, maintaining Lowe’s integrity
• - Maintain consistent execution, meeting quality standards of performance while delivering key operational metrics which are compliant with company and regulatory requirements, identifying back-up staff when necessary.
• - Performs Case Audits to ensure the appropriate level of urgency is being used, engaging any other teams needed for support, while maintaining communications with the customer with the focus on customer retention.
• - Assist in the development, reporting, and review of metrics to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
• - Develops, negotiates, and communicates offers for compensation and final resolution to customers and takes appropriate action to mitigate any dissatisfaction (e.g., product and expedited services, appeasements) while maintaining a professional, courteous, and caring attitude.
• - Maintain consistent execution, meeting standards of quality performance while delivering key operational metrics which are compliant with company, Better Business Bureau, Attorney General and other regulatory requirements.
• - Represents Lowe’s Executive Office with all communications with customers by conducting business professionally at all times, both verbally and in writing
• - Manage the Executive Customer Relations time off pool to ensure compliance with staffing requirements and maintain optimal service levels
• - Serves as the Manager on Duty across the team on a scheduled rotation
• - Escalates high priority issues or risks when appropriate.

Minimum Qualifications

• - High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• - 3 Years Customer service experience
• - 1 Year Contact Center experience

Pay Range: $61,600.00 - $102,900.00 annually

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 our benefits page .

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company with total fiscal year 2025 sales of more than$86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,750 home improvement stores, 540 branches and 120 distribution centers. Lowe’s is a core value S&P 500 equity stock and a dividend aristocrat. Based inMooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information , visit Lowes.com .

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.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance,and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.