The Customer Care Specialist plays a key role in maintaining Lowes' reputation for excellent service across our Services, Schoolwear and Back to Work (BTW) programs.
This role supports both internal and external customers, including employment service providers participating in the Back to Work program, by managing enquiries, resolving issues and ensuring a smooth ordering and support experience. The position acts as a central link between customers, internal teams and operational departments, helping to maintain service standards and support ongoing business growth.
Key Responsibilities
Customer Assistance
Provide professional and timely support to internal and external customers across multiple communication channels, including:
* Responding to enquiries relating to Lowes' general business operations
* Managing order status updates and providing product information
* Resolving customer issues by identifying solutions or escalating where required
* Maintaining accurate records of customer interactions and outcomes
Back to Work (BTW) Support
* Act as a support point for providers participating in the Back to Work (BTW) program
* Assist with enquiries relating to BTW orders, store pick‐ups, deliveries and account use
* Liaise with internal teams and stores to resolve BTW‐related issues
* Support accurate processing, follow‐up and resolution of BTW transactions
Administrative Support
* Support online and portal‐based account management processes, including BTW‐related accounts and enquiries
* Assist with processing credits, returns and issue resolution where required
* Work collaboratively with internal teams to ensure smooth service delivery
Skills & Experience
Experience
* Previous experience in a customer service or call centre environment (essential)
* Experience supporting B2B customers or service‐based programs (such as employment services) is highly regarded
* Proficiency in MS Office, particularly Excel
* Experience with Pronto and/or Magento is advantageous
Skills
* Strong verbal and written communication skills
* Ability to manage multiple enquiries and priorities in a fast‐paced environment
* High attention to detail and strong follow‐through
* Strong problem‐solving skills with a customer‐first mindset
* Ability to work collaboratively across teams
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