Service Support Specialist

The Service Support Specialist supports the Repair Services business relationship with field-based Service Providers by serving as a dedicated contact for administrative questions, authorizations, and requests.Additional responsibilities include working with directly with the Contact Center, Field Service Manager, Store Management, and Service Providers to ensure all Service Network issues are expeditiously addressed.
This position is in a fast-paced call center environment and schedules do include night and/or weekend work. Key accountabilities are: 1. Acts as a primary point of contact for Repair Service provider day-to-day administrative questionsThese include payment reconciliation and claims questions, pre-authorization requests, including travel and additional labor, Service Provider calls on irreparable units and Resources for real-time assistance. 2. Serves as a primary point of contact for our Out for Repair inquiries by answering questions and providing information to store associate. 3. Oversees the completion of all OFR service related work within established timeframe guidelines, including follow up on delinquent repairs. 4. Demonstrates a thorough knowledge of the OFR System. 5. Recognizes, responds and reports on recurring problems, gap coverage and issues to Service Operations team. 6. Responds to Contact Center escalations related to Repair.Includes Service Provider complaints, EPP Buyouts, Service escalations to OEMs (e.g. RA requests, parts expedition), and Service job exception inbox. 7. Responds to Contact Center escalations related to Out for Repair inquiries.Includes aging product, no service providers, and instruction on utilizing the system. 8. Supports Service Providers in real time support and issue resolution.9. Collaborates with in store operations team to resolve escalated issues. 10. Collaborates with Contact Center employees to bring escalated issues to their attention. 11. Works with store employees to resolve OFR issues and gain support with aging OFR products. 12. Works with Service Providers on real-time support and issue resolution.
High School Diploma or equivalent. € Ability to handle multiple tasks simultaneously. € Excellent verbal and written skills. € Ability to communicate with all levels of management. € Proficient with operating a PC and various software packages such as Microsoft Word and Excel. € Strong decision-making and problem-solving skills € Type 30 wpm € Good work attendance history € Positive approach to customer service € Strong time management and organizational skills € Demonstrated self starter and self manager
1 year previous experience in Lowe's Contact Center or equivalent customer service experience.
Previous experience in the service Network Industry
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving more than 17 million customers a week inthe United States,CanadaandMexico. With fiscal year 2016 sales of$65.0 billion, Lowe's and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based inMooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit

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