Exec Cust Relations Case Mgr 2

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 support the Lowe's Executive Office in rebuilding relationships and retaining customers who have experienced complex and challenging issues through their interaction with Lowe's. Escalations that reach this role are of the most serious in nature and level of sensitivity. This role acts as the liaison between Lowe's Executives, Field Leadership, 3rd Party Service Providers, Better Business Bureau, State Attorneys General, Contractor Boards, as well as other outside consumer protection and regulatory agencies, and the customer to ensure an amicable resolution for the customer is achieved in a timely fashion, and in a manner consistent with the Company's objectives, behaviors, and values.

What You Will Do

• Represents Lowe’s Executive Office in all communications with customers by conducting business professionally at all times, both verbally and in writing, throughout the lifecycle of escalated customer issues.

• Escalated issues assigned to this role are typically more complex and require longer-term oversight, averaging up to 6 months.

• Handles issues with the upmost sensitivity and urgency, identifying when additional assistance may be required

• Provides a differentiating customer experience by identifying and responding appropriately to stated and unstated customer needs

• Documents interactions according to standards to ensure complete and accurate records are maintained and communicated to the customer, including next steps, ownership of follow-up, applicable timeframes, and final resolution letters, as appropriate

• Salvages sensitive customer relationships by managing complex workstreams across multiple internal and external parties, often using non-standard processes

• Delivers effective, customer-centric support across multiple channels of communication including phone, email, traditional letters

• Analyzes each case independently based on the facts available to determine failure points within the customer experience and compile all relevant information

• Utilizes established tools, systems, and processes to determine the best course of action and/or optimal solutions for customers which may require using judgment when a customer request does not fall into the typical protocol

• Conducts effective case management and negotiation with customers and business partners through all phases of case resolution

• Serves as a knowledgeable resource to escalated customers through consistent, accurate, and efficient delivery of information regarding their issue/concern

• Develops, negotiates, and communicates offers for compensation and final resolution to customers

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: $20.67 - $34.52 per hour

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 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. Based in Mooresville, 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.