Store Seasonal Employee

General Description/Purpose

The primary function of the Customer Service Associate (CSA) is to assist customers with all of their shopping needs. This includes assisting

customers in the selection, demonstration, preparation and loading of merchandise. The CSA is required to respond to customer inquiries

and support them throughout their shopping experience including promoting customer loyalty plans and/or extended

protection/replacement plans where appropriate. The CSA is also responsible for maintaining a safe and secure work environment by

conducting daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security

risks. Lastly, the CSA is responsible for completing all other duties as assigned.

Work Schedule

Requires morning, afternoon, and evening availability any day of the week. Required to work a Corporate schedule determined by Staffing

Department, but may be changed by store management based on the needs of the store. Requests to be scheduled off for a specific day

require advanced notification and approval by supervisor. Hourly Full Time or Part Time: Generally scheduled 39 to 40 or 10 to 25 hours

per week, respectively; more hours may be required based on the needs of the store. (Individuals in the CSA V role are required to work FT

hours on the sales floor.)

Scope

This position reports to a Service or Support Manager and does not have direct reports.

Essential Knowledge, Skills, and Abilities

Acting with Honor and Character: Integrity and Ethics

Administrative Ability: Computer Use

Arithmetic Computation: Arithmetic Computation

Basic Equipment Use/Assembly: Department Equipment and Systems Use in Assigned Area(s); Equipment Operations; Handheld Devices

Being Organizationally Savvy: Organizational and Department Knowledge

Communicating Effectively: English Language Proficiency; Telephone Etiquette; Verbal Communication

Conscientiousness/Inspection/Detail Orientation: Attention to Detail; Dependability

Customer Service: Customer Need Identification (Curiosity); Customer Service Orientation

Decision Making: Decision-Making; Problem Solving

Demonstrating Personal Flexibility: Adaptability/Flexibility; Learning; Stress Tolerance

Focusing on the Bottom Line: Accountability; Initiative

General Product or Service Knowledge: Demonstration; Department Merchandise in Assigned Area(s); General Product and Service

Knowledge

Getting Organized: Multi-Tasking; Time Management

Inspiring Others: Influence

Keeping on Point: Sense of Urgency

Loss Prevention: Inventory Control

Managing Diverse Relationships: Diversity Awareness

Policies & Procedures: Lowe's Policies and Procedures; Lowe's Safety and Loss Prevention Policies and Procedures; Return and Exchange

Policies

Power Equipment: Powered Equipment

Effective Date: 1/20/2017 Page 1 of 4

Job Code:

Sales Floor, Admin Office, Internet Department: Fulfillment (CSA V to Sales Floor Only)

Job Title: Customer Service Associate - Sales Floor

SH0011-SH0014, SH0019, SH9999, SH8888

Job Description

Essential Knowledge, Skills, and Abilities (Continued)

Quality Awareness: Quality Awareness

Reading Comprehension: Reading Comprehension

Register Activities: Register Operation

Relating Skills: Interpersonal Skills; Listening; Sociability; Teamwork

Safety Orientation: Equipment and Tool Safety; Safety Orientation

Sales/Selling Orientation: Lowe's Credit Programs; Lowe's Sales Programs

Key Responsibilities

Provides customer service at all times through the daily execution of (and not limited to) the customer greeting, phone answering, price

guarantee and special order, and Installed Sales and Delivery programs.

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Follows IMPACT model of customer service by initiating, making assessment, providing assistance, adding on sales, closing sales, and

thanking the customer.

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- Assists customers as needed in locating, demonstrating, selecting, carrying, and/or loading merchandise.

Responds knowledgeably and promptly to all customer and employee questions by taking them to areas of the store and walking them

through projects when necessary.

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Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Loss

Prevention.

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Ensures good housekeeping standards are in place, and programs, such as Area Recovery, are executed daily to guarantee that the store

(including work areas) is clean and organized at all times.

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- Complies with all safety procedures, makes note of any safety hazards, and completes daily safety hazmat review (DSHR).

- Notifies Manager/Manager on Duty (MOD) of customer complaints, dissatisfaction, and procedure violations.

- Promotes and offers customer loyalty programs (e.g., MyLowes).

- Responds to code 50's, call buttons, departmental pages, or requests for assistance.

- Down stocks merchandise by looking for empty areas on shelves and replenishing supplies.

- Uses Kronos to look up schedule and log PTO (Paid Time Off) requests.

- Uses Genesis to prioritize loads, print pricing labels, and to look up items or item numbers for price and inventory information.

- Promotes and offers customers extended protection plans and replacement plans on any qualifying products.

- Verifies description and price as merchandise is scanned.

- Provides prompt support to all checkout functions.

- Generates leads for Project Specialist Interior and Exterior (PSI and PSE) programs by actively engaging customers.

- Observes and validates items being carried in and out of the store by checking receipts and load tickets.

Prepares merchandise in department of responsibility based on customer requirements/specifications (e.g., tints and mixes paint, cuts and

threads pipe, cuts and bundles wood, cuts drywall, cuts blinds).

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- Writes down customer information and date of pick up and attaches the information to orders.

Physical Requirements

Lifts up to 25 pounds without assistance; may lift up to 40 pounds with or without assistance.

Effective Date: 1/20/2017 Page 2 of 4

Job Code:

Sales Floor, Admin Office, Internet Department: Fulfillment (CSA V to Sales Floor Only)