Call Center Agent

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success. 

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board.  We want our colleagues to grow with our global business.  That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.  Come join the team! 

The Opportunity:

The Customer Solutions Specialist is responsible for receiving and resolving escalated, complex LG Air Conditioning Technology (LG ACT) B2B customer issues in a timely manner.  The individual in this role works closely with other internal LG ACT, LG Electronics US, and LGEAI teams to find immediate resolution to customer issues, then works with the team manager to understand the underlying root cause and implement countermeasures and permanent preventative solutions

• Receives, documents, researches, and resolves escalated customer issues through telephone and e-mail channels in a timely manner.
• Understands and adheres to departmental KPIs. Works with team management to identify trends for use in continuous improvement activities.
• Assists customers through the onboarding process including account setup, obtaining customer portal access and familiarization with customer-facing systems and processes.
• Coordinates resolution to account credit issues.
• Assists customers with resolving supply chain issues such as shipping date changes, shipping damage claims, and resolving order discrepancies.
• Proactively monitors B2B customer credit status and activities to prevent order and shipping delays.
• Assists customers with warranty registration issues and warranty claim disputes.
• Assists customers with resolving commercial product extended warranty filing issues.
• Assists customers with resolving co-op account and customer satisfaction fund (CSF) issues.
• Gather’s relevant information from customers and thoroughly documents customer cases in LG ACT’s Partner Relationship Management system.
• Focuses on achieving industry-leading customer experiences by rapidly and thoroughly resolving customer issues.
• Participates in continuous improvement activities including MDI and kaizen events.
• Collaborates cross-functionally and builds and maintains strong relationships across LG ACT, LG Electronics US, and LGEAI functions.
• Other duties as assigned.

Qualifications:

• 5+ years of experience in direct customer facing roles.
• Experience in an inside or outside sales or customer account management role is a plus.
• Minimum of 2 years of formal project management experience. PMP certification is a plus.
• Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form.
• Effective and diplomatic oral and written communicator in English. Korean is a plus.
• Exceptional organizational skills are a necessity.
• Self-starter with the ability to manage multiple projects simultaneously.
• Ability to influence without authority to achieve goals.
• Empathetic with the ability to build and maintain a strong rapport / relationships with customers and other employees.
• Proficient computer skills including experience with the Microsoft Office suite.
• Experience working with Customer Relationship Management software. Salesforce experience a plus.
• Patient and calm demeanor with the ability to maintain objectivity in challenging situations.

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