Sr. Associate - Service Delivery Analyst

Innovate in Bengaluru This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 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 Lowe’s India Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India About the Team The primary purpose of the Central Quoting Coordinator is to facilitate oversight and support to PROviders and customers who purchase an in-home measurement. The Central Quoting Coordinator is responsible for tracking PROvider requests for support, documenting all interactions, addressing issues, and communicating with customers and service providers to ensure a measurement is completed. The Central Quoting Coordinator must have excellent customer service and problem-solving skills to accomplish this. The Central Quoting Coordinator will collaborate directly with customers, service providers, and peers to deliver the desired customer experience. The Central Quoting Coordinator will receive regular feedback and coaching from his/her leader and must be receptive and able to continually incorporate the feedback to improve skills and enhance performance. Job Summary The Analyst is responsible for managing and resolving support requests initiated by Providers and Customers , ensuring that all measurement appointments are accurately scheduled and completed in a timely manner. This role requires strong communication skills, attention to detail, and a customer-centric approach to deliver a seamless experience. Key Responsibilities Task Management : Review and take action on support requests created by Providers or Customers to ensure that measurement appointments are properly scheduled. Customer & Provider Communication: Make outbound calls to Customers to confirm measurement requirements, obtain updates from Providers, or facilitate three-way calls to complete appointment scheduling efficiently. Inbound Call Handling: Answer incoming customer calls, identify the reason for the call, and provide appropriate assistance or resolution. Refund Processing: Manage refund-related tasks and process refunds accurately through Internal tools used for this process. Documentation : Maintain thorough and accurate documentation for all interactions in relevant systems. Quality & Compliance Interactions are monitored by the Quality team and the supervisor to ensure compliance with process standards, communication skills , and customer experience guidelines. Analysts are assigned outbound support requests; daily volumes may fluctuate depending on business priorities and workload distribution “Re-Route on No Answer” inbound calls will be monitored as part of performance metrics to ensure service consistency and responsiveness. Work Schedule and Breaks : The team follows U.S. business hours, as we are supporting the US Customers and Providers . Years of Experience: • 3-5 years of experience in a call center, office administrative, high-volume retail, service support, or similar work environment. Education Qualification & Certifications : Required Minimum Qualifications: • Bachelor’s degree. Skill Set Required Primary Skills (must have) • Excellent communication skills. • Attention to Detail. • Collaborative mindset. • Proactive mindset. 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.