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Customer Service Associate

Lowe' Home Improvement

This is a Full-time position in Heath, OH posted November 7, 2021.

Bilingual preferred
Job Description

Job Title: Customer Service Associate – Sales Department: Sales Floor
Floor

I.

Job Summary:
All Lowe’s associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products customers need.

As a Customer Service Associate – Sales Floor, this means:
Being friendly and professional, and engaging customers to help with project needs and answer questions.

Ensuring merchandise is accurately accounted for, handled, and ready for customer pick-up.
Engaging in safe work practices and encouraging others to do the same.
The Customer Service Associate – Sales Floor delivers excellent customer service by listening to customers, using expertise to help customers, and loading merchandise for customers.

Overall, most of this associate’s time is spent interacting with our customers and ensuring they receive the best possible shopping and project planning experience.

Travel Requirements : This role does not require regular travel; however, this role may need to travel on occasion to meetings, trainings, or to support neighboring stores.

II.

Essential Responsibilities:
Customer Service
Provides SMART customer service at all times through the daily execution of Lowe’s customer service policies, procedures and programs.

Seeks out customers to understand his/her needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise.

Listens to and responds knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary.

Demonstrates sincere appreciation to customers.
Communicates information to customers regarding all stock, special order merchandise, feature benefits and credit programs, application, and warranty information related to Lowe’s programs.
Cross-functionally trains in other areas of the store to help deliver the best customer service.
Provides prompt support to all checkout functions, call buttons, departmental pages, or requests for assistance.
Generates leads for Project Specialist Exterior (PSE) programs by actively engaging customers in their project needs.
In-stock
Down stocks merchandise by looking for empty areas on shelves and replenishing supplies.
Prepares merchandise in department of responsibility based on customer requirements/specifications (e.g., tints and mixes paint, cuts and threads pipe, cuts and bundles wood, cuts drywall, cuts blinds).

Uses store systems to prioritize loads, print pricing labels, and to look up items or item numbers for price and inventory information.
Clean and Safe Stores
Monitors merchandise entering and leaving the store entrances and exits and assists customers or associates who trigger the alarm.
Template Revised 1/26/2019 Page 1* of 5*
Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection.

Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas.

Maintains a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates.

Adheres to all safety requirements relevant to one’s regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices.

Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, compacter baler).
In addition to the above responsibilities, this individual is held accountable for other duties as assigned.

III.

Competencies Needed:

Core Competencies
Focus on Customers
Delivers SMART customer service by:
Understanding who your customers are
Actively seeking out and engaging with customers.
Asking questions to identify and understand customer needs.
Delivering products and solutions that exceed customer expectations.
Demonstrating sincere appreciation to customers.
Deliver Results
Completes assignments consistently.
Maintains focus despite obstacles.
Puts in consistent effort to meet goals.
Works steadily on routine priorities.
Take Action
Displays a can-do attitude.
Confirms what needs to be done and does it.
Meets deadlines consistently.
Takes action without relying on oversight.
Show Courage
Takes on tough assignments when asked.
Remains productive during times of change and uncertainty.
Raises difficult issues to ensure they are addressed.
Shares feedback and expresses disagreements tactfully.
Continue Learning
Seeks opportunities to learn and apply new skills.
Asks for help with personal development efforts.
Remains open to feedback from others.
Shares knowledge and best practices with others.
Functional/Technical Competencies
Safety Orientation
Maintains awareness of workplace conditions that affect associate and customer safety by:
Adhering to company safety policies and procedures while working.
Template Revised 1/26/2019 Page 2* of 5*
Completing work in a safe manner, caring about safety of self, others, and customers.
Responding appropriately in an emergency and reports.
Reporting unsafe conditions.
Collaborate
Makes productive contributions to the group.
Solicits input from others.
Acknowledges others’ efforts, advice, and contributions.
Volunteers to help others when needed.
C ommunicate Effectively
Keeps others informed.
Listens attentively to others’ insights, advice, and instruction.
Responds openly to others.
Speaks with an appropriate amount of detail.
Adaptability
Adjusts approach in different or changing situations.
Learns to be flexible in completing job assignments.
Takes cues from others about changes in the situation.
Accepts direction on how to adapt approach to changing situations.
Ensure Accountability
Communicates the status and completion of assignments.
Holds self accountable for complying with policies, procedures, and work requirements.
Seeks input to ensure assignments are done correctly.
Takes responsibility for own actions.
Product Knowledge
Demonstrates knowledge of stock and special-order products within the department and/or store as well as current promotions, price changes, and sales.
Understands different types of products that sell during each season or holidays.
Knows features, benefits, application, warranty information, and product installations.
Equipment Operations
Utilizes store equipment in assigned area along with power tools in a safe and appropriate manner.
Selling Proficiency
Demonstrates knowledge of sales concepts and techniques.
Applies sales techniques given the situation, as well as the company’s service and selling model.
Follows-up on estimates and sells details (e.g.

installations).
.

IV.

Dimensions of the Job

SCOPE OF POSITION:
Number of Total Staff:

Direct Reports (Salaried):

Direct Reports (Hourly):

Indirect Reports (Salaried):

Indirect Reports (Hourly):

DIRECT REPORTS:

Template Revised 1/26/2019 Page 3* of 5*

Direct Report Title Job Function

WORK REQUIREMENTS:
Hourly Full Time or Part Time: Generally scheduled 39 to 40 or up to 25 hours per week, respectively; more hours may be required based on the
Work Schedule needs of the store.
Requires morning, afternoon and evening availability any day of the week.
Requests to be scheduled off for a specific day require advanced notification and approval by supervisor.
Move throughout all areas of the store including the sales floor, receiving, area, register areas, lawn and garden, as well as the outside perimeter of the store with or without a reasonable accommodation.

Wear all necessary personal protective equipment to perform job functions.

Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job functions for a full shift with meal break.

Bend, stoop, kneel, reach, twist, lift, push, pull, climb (ladders, stairs), balance, and/or crouch on a daily basis to accomplish work activities.

Minimally must be able to lift 25 pounds without assistance; may lift over
Physical Job 25 pounds with or without assistance.
Requirements

Store guidelines to moving merchandise:
Lifting and moving merchandise methods will vary depending on ability of associate, weight of merchandise, and volume of product; associates must follow store lifting guidelines.

A single lift by