Job Summary

The Pro Solution Center Supervisor is primarily responsible for leading a team of customer service representatives responsible for completing specific activities in support of a defined order management processes. This includes setting and communicating team and individual goals, assigning clear responsibilities, and overseeing team activities to ensure the team maintains consistent execution, service quality, and delivery against key operational metrics. In addition to monitoring overall customer service representative performance, this role coaches and develops individuals and the team, identifies, and addresses individual and group training needs, and provides on-the-job training. This role works closely with peer supervisors, Stores, Pro Sales field associates and Pro customers to identify and respond to immediate needs/issues as well as generate ideas for enhancing/improving overall support. In addition, the Pro Solution Center Supervisor will collaborate with peers daily to ensure consistent and effective messaging to all customer service representatives. To be successful, the Pro Solution Center Supervisor must have knowledge of customer service practices, order management systems and processes, people management, and retail selling operations. Lastly, the Pro Solution Center Supervisor will assist in devolving processes and procedures to enhance the business model. The Pro Solution Center Supervisor is often faced with unforeseen and changing day-to-day workflow and priorities while sustaining service and satisfaction. The individual in this role must evaluate individual situations as they arise and make resolution decisions. Pro Solution Center Supervisors are responsible for managing the employee life cycle to the benefit of the Lowe's Customers and the Lowe's enterprise overall. This includes confronting tough people situations, identifying performance challenges, establishing effective performance plans, and responding to and communicating changing business conditions and needs. In addition, the Pro Solution Center Supervisor must deliver ongoing coaching and development to direct reports in a fast-paced environment while maintaining engagement across the Team. This requires a proactive approach to identifying and addressing opportunities as well as sharing wins and successes to foster open dialogue between team members and management Pro Solution Center Supervisors must be capable of evaluating reports for accuracy and completeness, discover issues, reaching out to get information needed, and always communicate information effectively to customer service representatives.

• Drives execution of specific customer service representative activities in support of Pro Solution Center objectives.

• Provides feedback to leadership team regarding process, program, or system opportunities.

• Serves as Subject Matter Expert for the development of best practices as well as process and procedure documentation.

• Leads selected initiatives or projects as assigned by Manager.
• Manage customer service representatives' timekeeping and performance management of all CSRs within assigned group.

• Makes real-time decisions regarding specific Store, customer, or sales associate issues.

• Resolves escalated issues within defined parameters and elevates issues when appropriate.

• Analyzes reports to determine individual employee and team priorities.

• Monitors each customer service representative's performance (real-time and historical) to identify individual performance and training needs and works to identify trends that indicate potential group performance or training needs.

• Provides real-time and regularly scheduled feedback and coaching to customer service reps.

• Makes hiring decisions with Manager for team vacancies and works with HR to execute a strategy to recruit and fill open positions.

• Motivates and engages employees by being accessible, seeking feedback, and creating recognition programs.

• Serves as "Manager on Duty, with responsibility for overseeing the entire workforce; this includes monitoring productivity, serving as a resource, addressing real-time performance or conduct needs, etc.

• Interacts with Stores, customers, and sales reps to answer questions and resolve issues related to order management functions.

• Looks for ways to improve the customer experience by understanding the Pro Solution Center support model and offering ways to make it easier and more efficient for everyone involved or impacted by the process.

• Acts as backup for peer assigned areas as needed.

• Acts as a liaison in identifying trends and resolving escalated customer and business partners concerns.

• Provides continuous development and training for customer service representatives.

• Responsible for ensuring and successful onboarding new employees within the department and continuing their training and development post initial training completion.

• Working at one of the largest retail companies has its perks. We offer exceptional benefits and wellness programs for eligible full-time and part-time associates, tailored for many different lifestyles. Our benefits range from health, vision and dental insurance to paid vacation, tuition assistance and parental and family-building benefits. Plus, we offer learning and development opportunities to help our associates grow their skills and achieve their goals.
• 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
• Other discretionary benefits (based on eligibility) include annual bonuses, enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan, and grant awards