Do your Best Work in Mooresville
This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration.
Your Impact
The HomeCare+ Sr. Analyst provides real-time escalation support exclusively to Homecare associates - during in-home service execution. This role is responsible for assessing and resolving unexpected issues that arise in customers’ homes by guiding associates through safe, in scope solutions, authorizing approved workarounds, and coordinating third-party support when required
This is a high-judgment, high-accountability role that operates in fast-paced, high-pressure situations. Sr. Analysts are empowered to make timely decisions that protect customer safety, support associate well-being, and uphold the Lowe’s brand experience.
What You Will Do
- Serve as a live escalation point exclusively for HomeCare+ associates during in-home service execution
- Responds to inbound calls, emails, and messages during assigned coverage hours
- Provide calm, clear, step-by-step direction to associates in time sensitive situations
- Instruct associates to stop work immediately when safety, scope, or risk concerns are identified
- Evaluate situations and approve on-the-spot fixes and workarounds that remain within HomeCare+ scope and safety guardrails
- Determine when to engage third-party professional assistance (e.g., plumbing, electrical, carpenter, etc.) and coordinate dispatch as needed
- Own incidents end-to-end through resolution, including follow-up actions and detailed incident documentation
- Identify trends and contribute to root cause analysis when recurring issues, risks or process gaps are identified
- Partner closely with Store Operations leaders, field leadership, and the Contact Center associates to drive timely and safe outcomes
- Escalate issues through established leadership channels when required
- Coordinate with the Contact Center, which serves as the customer-facing liaison for all customer communication and any compensation related matters
- Accurately document all incidents in the designated case management system
- Track key details including time-to-resolution, actions taken, and resolution outcomes
- Complete root cause analysis as needed and or required
Minimum Qualifications
Bachelor’s degree Business, Management, Operations, or related field or equivalent years of experience in lieu of education requirement, if applicable
3+ years of experience with home improvement
Ability to troubleshoot mechanical and/or electrical issues remotely using structured questioning and critical thinking
Experience coaching, directing and supporting others through issue resolution
Good judgment and risk awareness, particularly in safety sensitive environments
Calm, confident, and directive communication style in high pressure situations
Ability to make timely decisions
Preferred Skills/Education
- Technical background in skilled trades, facilities, maintenance, field operations, or call center support
- Experience supporting frontline associates and/or field leadership teams
- Familiarity with residential systems and common home components (electrical, plumbing, appliances, safety devices)
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.
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 https://talent.lowes.com/us/en/benefits.
