Job
Description
About Lowe s Lowe s is a FORTUNE 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe s operates over 1,700 home improvement stores and employs approximately 300,000 associates. 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. About the Team ACC - Associate Care Center - Team of enthusiastic HR professionals who are specialized in Phone, Live chat and Case Management support. Primary point of contact for all the US associates on all their HR related questions. Job Summary: The primary purpose of this role is to act as the first point of contact for an employee or manager calling the HR service center. Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of service center processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the contact center. Roles & Responsibilities: Core Responsibilities: Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe s employees, regarding questions related to portal navigation and HR/ Payroll policies and procedures. Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool. May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager. Assure information is complete, accurate, and approved by appropriate superior. Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned. May assist with basic transactions as assigned according to proper procedure, policy, and direction. Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements. Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals. Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals. Years of Experience: 2 to 3 years of experience in HR Contact Center/HR Service Center (Preferred region - North America) Education Qualification & Certifications (optional) Required Minimum Qualifications : Bachelor s degree, candidates with required skills and certification in data analysis will be preferred. Skill Set Required Primary Skills (must have) Hands on experience with CRM & ERP tools, preferably ServiceNow / Salesforce / Workday / PeopleSoft etc. Strong communication and interpersonal skills to build effective relationships with Tier2/Tier3 & Functional COE s. Customer service centric mind set, placing the user at the heart of the solution. Well-versed with Service Level Agreements. Able to multi-task and respond quickly and effectively to the challenges faced.
