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CC Associate W

Location:
North Wilkesboro, NC
Company:
Lowe's

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CC Base Agent W

**Due to COVID-19 the minimum qualifications have been temporarily modified**

  • Due to the current State Mandates there are additional requirements. PLEASE READ THEM BELOW!!!!
  • Upon completion of two weeks training onsite at the Contact Center, you will move to a temporary work from home schedule. This will remain in place for the foreseeable future but may end abruptly depending on changing guidelines. Please note that you will be required to wear a mask and practice social distancing while onsite.
  • Once there is a plan to safely bring employees back to the contact center, we will do so.
Modified minimum qualifications now require the following:
You need to have internet access with the following requirements:
  • Internet speed has a minimum 20mb/s download, 5mb upload according to your service agreement.
    • Note: You can run a speed test by accessing the following: Google SpeedTest or SpeedTest these links must be accessed by your home computer, not a Lowe’s computer or cell phone. Run the speed test 3 times and take the highest speed result.
  • Limited usage of streaming services or other parties using wi-fi during work hours to prevent latency or bandwidth issues.
  • Easy access to your home router for equipment set up. Computer and router must be within in 6 feet of each other.You MUST provide an ethernet cord long enough to plug into the equipment for set up. (Lowe’s will provide equipment)
The Contact Center Associate is primarily responsible for providing an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner and representing the Lowe’s purpose and values in all interactions with both internal and external customers.

The Contact Center Associate must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, chat, social media) while supporting one or more core contact center programs within sales, service and/or fulfillment. In addition, the individual in this role is expected to continue learning, developing, and building on the foundational skillset of a Lowe’s Contact Center Associate. The Contact Center Associate receives regular feedback from his/her Supervisor; the individual in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis.

The Contact Center Associate 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 basic knowledge of computer systems, customer service skills, basic reading and comprehension skills, and the ability to adapt to frequent change. The individual in this role must also be able to follow detailed 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 Contact Center, enabling Lowe’s to offer a truly omnichannel experience to its customers. This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.

Minimum Qualifications:
  • High School diploma or equivalent
  • 1-year previous customer service experience
  • Good work attendance history
You need to have internet access with the following requirements:
  • Internet speed has a minimum 20mb/s download, 5mb upload according to your service agreement.
    • Note: You can run a speed test by accessing the following: Google SpeedTest or SpeedTest these links must be accessed by your home computer, not a Lowe’s computer or cell phone. Run the speed test 3 times and take the highest speed result.
  • Limited usage of streaming services or other parties using wi-fi during work hours to prevent latency or bandwidth issues.
  • Easy access to your home router for equipment set up. Computer and router must be within in 6 feet of each other. You MUST provide an ethernet cord long enough to plug into the equipment for set up. (Lowe’s will provide equipment)

This is a mandatory requirement from the business.
  • You will be expected to be accessible during your scheduled work hours via email, chat and/or telephone.
  • Employees can prepare to train from home by identifying somewhere that is as distraction free as possible, to easily focus on the curriculum, facilitation and taking calls.

Preferred Qualifications:
  • Completion of the Community College “Customer Service Academy,” or an equivalent contact center skills training course

About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2018 sales of $71.3 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on safe, affordable housing and careers in the skilled trades. For more information, visit Lowes.com.

Lowe’s is an equal opportunity affirmative action 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.

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