Supervisor F&I Programs Lowe's at Overhead Door Corporation in Lewisville, Texas

Job Description:

To manage the daily functions of Lowe's Services Customer Care teams, management of retail installation service levels and implementation of Lowe's retail install program to ensure program success.Skills/Experience Requirements

• S trong coaching and leadership skills, ability to motivate employees.
• Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
• Three years' customer care experience a plus
• Prior experience with training and procedure adherence
• Must be able to multi-task and perform well in a fast-paced team environment.

• High School Diploma or Equivalent
• College degree preferred

• S trong coaching and leadership skills, ability to motivate employees.
• Must be able to communicate professionally, both written and verbal, with end customers, installers, store associates and internal personnel
• Three years' customer care experience a plus
• Prior experience with training and procedure adherence
• Must be able to multi-task and perform well in a fast-paced team environment.

• High School Diploma or Equivalent
• College degree preferred

• Training, coaching, and leading call center team members
• Establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Implement process management, order processing, and other Retail Services Customer Care requirements
• Monitor performance to ensure program compliance
• Preparing reports for management
• Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Manage training of Call Center personnel on order processing and problem resolution
• Analyze open order reports to ensure timely order completion and promote customer satisfaction
• Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.
• Managing warranty claims
• Managing damage claims
• Taking on other tasks or projects to support employees, other managers, and call center operation
• Educating and coach workers regarding processes and practices and explain expectations to employees

• Operate computer terminal, using various sites to oversee maintenance of dealer network
• Provide dealer/customer/store service over the telephone.
• Take, investigate and solve complaints.
• Assist team with dealer/retailers to solve customer problems.

• Training, coaching, and leading call center team members
• Establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Implement process management, order processing, and other Retail Services Customer Care requirements
• Monitor performance to ensure program compliance
• Preparing reports for management
• Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Manage training of Call Center personnel on order processing and problem resolution
• Analyze open order reports to ensure timely order completion and promote customer satisfaction
• Mediate store/dealer/customer complaints as necessary to ensure timely and satisfactory resolution.
• Managing warranty claims
• Managing damage claims
• Taking on other tasks or projects to support employees, other managers, and call center operation
• Educating and coach workers regarding processes and practices and explain expectations to employees

• Operate computer terminal, using various sites to oversee maintenance of dealer network
• Provide dealer/customer/store service over the telephone.
• Take, investigate and solve complaints.
• Assist team with dealer/retailers to solve customer problems.