Lowe's Home Improvement
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Customer Service Associate ProServices Full Time
at Lowe's Home Improvement
CSA ProServices IV
' ' Blank Spaces for GL
Purpose of Role:
The primary function of the Customer Service Associate (CSA) ProServices is to assist customers, primarily at the ProServices desk. This includes building relationships with the Pro customer, honoring the price guarantee, taking and following up on orders, following up on quotes, and arranging for product deliveries. The CSA ProServices is required to respond to customer inquiries and support them throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate. The CSA ProServices is also responsible for maintaining a safe and secure work environment by conducting daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks. Lastly, the CSA ProServices is responsible for completing all other duties as assigned.
Uses Genesis to prioritize loads, print pricing labels, and to look up items or item numbers for price and inventory information.
Responds to code 50's, call buttons, departmental pages, or requests for assistance.
Provides customer service at all times through the daily execution of (and not limited to) the customer greeting, phone answering, price guarantee and special order, and Installed Sales and Delivery programs.
Notifies Manager/Manager on Duty (MOD) of customer complaints, dissatisfaction, and procedure violations.
Writes down customer information and date of pick up and attaches the information to orders.
Provides superior customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs (e.g., customer greeting, 3 in-line, phone answering, Price Guarantee, Special Order, Installed Sales, Delivery programs).
Provides customer service by engaging customers; answering questions regarding the store, its merchandise, Lowe's policies and warranties; sharing information related to current sales and promotions; recommending and locating merchandise and solutions for customers; describing merchandise uses, operation, and care; processing phone, fax, and email orders for customers; placing special orders; and calling other stores to find desired merchandise.
Follows-up with customers to ensure all order and project requirements are satisfactorily met.
Reviews Due File to ensure order was sold and tracks it.
Provides customer service to walk-up customers and conducts sales activities at the ProServices desk by building relationships with Pro customers (primarily); contacting customers to promote products, asking lifestyle questions, and assessing needs; matches product recommendations to customer needs; pulling call-ahead and delivery orders; and explaining the value and convenience of product Lowe's sells (e.g., capabilities of different products).
Follows up on all quotes within 24 hours.
Complies with company policies, procedures, and standards for merchandising, housekeeping, safety, and security.
Performs sales transactions by computing sales prices and total purchase prices; preparing sales slips and sales contracts; and maintaining sales records.
Maximizes sales and margin by identifying sales opportunities; and recommending additional items to support customer needs.
Assists customers as needed in locating, demonstrating, selecting, carrying, and/or loading merchandise.
Plans and arranges for simple to complex product deliveries.
Determines root cause of customer issues to proactively address them.
Opens business accounts through in- person and over-the-phone customer interaction; and sets up and evaluates business accounts by processing application, reviewing credit approval, and evaluating appropriateness of commercial account.
Addresses and/or escalates customer complaints; and notifies Manager/Manager on Duty (MOD) of customer dissatisfaction or procedure violations.
Follows ProServices monthly directives and programs to contact and capture Pro business customers.
Utilizes Pro Business Management (PBM) to contact and build relationships with customers, enter quality comments, and enter sales driving follow-up actions.
Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Loss Prevention.
Communicates with vendors (e.g., Grainger) to determine customers' needs (e.g., types of products customers need).
Follows IMPACT model of customer service by initiating, making assessment, providing assistance, adding on sales, closing sales, and thanking the customer.
Stays abreast of and obtains ProServices information from ProServices Community in Connections; and completes the ProServices training programs in the Learning Management System along with any other training and/or certification programs available.
Ensures all ProServices behind the desk signage is maintained and filled with current ProServices literature by using the setup and ordering instructions on the ProServices Supplies wiki in the ProServices Community.
Utilizes department tools and resources to assist customers with home improvement/project plans.
Manages and maintains the Business Replenishment Program (BRP); promotes program to all Pro customers; and contacts BRP customers bi-weekly.
Provides prompt support to all checkout functions.
Promotes and offers customers extended protection plans and replacement plans on any qualifying products.
Promotes and offers customer loyalty programs (e.g., MyLowes).
6 months experience using a computer, including inputting, accessing, modifying, or outputting information.
6 months experience using a handheld device (e.g., mobile phone, LRT gun, palm pilot, tablet, iPod) to enter, access, and output information.
6 months sales experience in building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO), identifying and selling products based on customer needs, including credit cards, installations, add-on sales, and explaining warranties, product features, and benefits.
6 months building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO) experience providing customer service, including identifying and resolving customer issues, assisting customers in locating product, greeting customers, answering phones, building relationships with customers, and thanking customers for their business.
Employment Type I
Line of Business
LWS_USA_Market - 1284
Employment Type II
Job Posting Title
Customer Service Associate ProServices Full Time
Colorado Springs, CO (W Colorado Springs)
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.
4880 N Nevada Avenue