Services Solutions Expediter

About the job

Innovate Remotely

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

Your Impact

The purpose of this role is to address and resolve complex customer needs by identifying root causes and developing effective solutions. The Services Solutions Expediter will be responsible for documenting all interactions, troubleshooting issues, and coordinating with customers, service providers, vendors, stores, and internal teams to ensure timely resolution. This involves reviewing information submitted by various stakeholders to de-escalate situations and proactively advance solutions to move projects or tasks forward. The Services Solutions Expediter must be a proactive and adaptable individual with strong problem-solving skills, the ability to think critically, and a focus on delivering solutions. The role requires collaboration with multiple departments and partners, requiring clear communication and a solution-oriented mindset. You will be expected to continuously improve your skills based on feedback, embracing coaching to enhance your performance and overall impact.

This position operates in a fast-paced, dynamic environment, and flexibility in work schedules—including occasional nights or weekends—may be necessary.

What You Will Do

• Represents the Services Team in all communications with customers and/or business partners by conducting business professionally always, both verbally and in writing, throughout the lifecycle of urgent customer issues.

• Handles issues with the utmost sensitivity and urgency, identifying when additional assistance may be required.

• Provides a differentiating customer experience by identifying and responding appropriately to customer and business partner needs.

• Documents interactions according to standards to ensure complete and accurate records are

maintained and communicated with the customer or business partner, including next steps.

• Expedites solutions for urgent situations such as product reorders, aged jobs, real-time escalated concerns, and expense recovery.

• Coordinates action across multiple internal and external parties, while sometimes deviating from standard processes.

• Delivers effective, customer-centric support across multiple channels of communication including phone and e-mail.

• Utilizes established tools, systems, and processes to determine the best course of action to secure optimal solutions for customers and business partners which may require using judgement when the need does not

fall into standard protocol.

• Serves as a knowledgeable resource for escalated customers or business partner issues through consistent, accurate, and efficient delivery of information; including handling escalated customer calls.

• Organizes work processes in applicable systems with prioritization for execution to ensure the most efficient workflow while collaborating with others (i.e., Service Providers, Stores, Peers, Vendors, IST, other business partners etc.)

• Reviews product, project, or job details and measurements submitted by the Service Provider (i.e.,

installer) to validate whether everything needed has been provided, taking action if additional information is required to move the situation forward.

• Approves or rejects the information submitted by the Service Provider and follows up as needed to obtain

required information.

• Uses information submitted from the Service Provider to quickly address outstanding product or job-related needs, ensuring customer and or business partner needs are met.

• Works in various internal selling and project management systems to obtain and verify information related to

service requests. Communicating with others involved in the selling and or post-sale process.

• Sends, receives and responds to inquiries from Stores, IST, Product Vendors, Service Providers, and other business partners related to product and or job details, and escalates issues/questions when appropriate.

• Provides peers and leadership team with relevant and timely information when needed to support their decisions and work activities.

• Draws from experience supporting the program to offer ways to improve the customer experience within the Home Services Organization.

• Provides feedback when there are gaps in process or broader team execution.

• Being friendly and professional, and engaging when interacting with customers or any other business partner to

deliver home improvement products or job solutions.

• Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system.

• Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs.

Minimum Qualifications

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable

• Less than 1 year Customer Service Experience

• 1 Year Contact/Call Center Experience

Pay Range: $17.73 - $29.61 per hour

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company with total fiscal year 2025 sales of more than $86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,750 home improvement stores, 540 branches and 120 distribution centers. Lowe’s is a core value S&P 500 equity stock and a dividend aristocrat. 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.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

*Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines. *

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.