Customer Return Prevention Specialist

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 Return Prevention Specialist plays a direct role in improving day-to-day customer service performance within a contact center supporting online purchases. This position is responsible for reducing unnecessary product returns by providing accurate product & process guidance, effective troubleshooting support, and clear communication to customers, service teams, and internal stakeholders. This role requires strong product knowledge, a deep understanding of LGE’s self-support tools such as ARGUS and ThinQ Proactive Customer Care, and the ability to identify root causes of return requests and resolve issues before they result in product returns.

The ideal candidate is detail-oriented, data-driven, and comfortable working closely with frontline agents, supervisors, and operational teams to turn quality insights into measurable improvements.

Responsibilities:

Drive Return Prevention Activities

• Proactively identify opportunities to prevent product returns by analyzing customer concerns, return reasons, and product-related issues
• Provide effective solutions that help customers resolve problems without initiating a return
• Use in-depth product knowledge to diagnose customer issues, explain product features, clarify normal product operation, and guide customers through appropriate troubleshooting steps
• Effectively use and promote LGE’s product self-support tools, including ARGUS and PCC, to support issue resolution, improve customer understanding, and reduce unnecessary service visits or returns
• Communicate clearly with customers to address concerns, correct misunderstandings, and help them better understand product usage, features, and expected performance
• Provide guidance, coaching, and product information to internal teams to strengthen return prevention capabilities across customer-facing channels.

 Customer Experience Insights

• Review return data, customer feedback, and service cases to identify recurring issues and recommend preventive actions, knowledge improvements, or process enhancements
• Work closely with contact center teams, service teams, sales, quality, and product teams to share insights related to frequent return drivers and customer pain points
• Identify recurring issues, process breakdowns, and friction points that impact customer experience or operational efficiency
  Surface insights related to order accuracy, delivery coordination, installation scheduling, and post-purchase support

 Compliance & Standards

• Ensure customer interactions comply with company policies, regulatory requirements, and consumer protection standards
• Document quality findings and maintain accurate records to support audits and continuous improvement efforts

Success Measures:

• Reduction in unnecessary product return
• Improved customer issue resolution rate before return initiation
• Increased usage and effectiveness of ARGUS, PCC, and other self-support tool
• Improved customer satisfaction through clear guidance and accurate troubleshooting.
• Identification and escalation of recurring product or process issues impacting returns

Education / Experience (Requirements):

• 3+ years of experience in customer support, technical support, service operations, product support, or a related field
• Strong in-depth knowledge of LGE products, features, functions, and troubleshooting processes
• Ability to analyze customer issues and determine the most effective solution to prevent unnecessary returns
• Excellent communication skills with the ability to explain technical information in a simple and customer-friendly manner
• Strong collaboration skills and experience working with cross-functional teams
• Ability to manage multiple cases, prioritize tasks, and follow through to resolution

Preferred

• Experience with quality monitoring and CRM platforms
  Exposure to omnichannel environments (voice, chat, email)
• Experience in return reduction, customer retention, technical troubleshooting, or service quality improvement
• Familiarity with product return processes, customer complaint handling, and service policy
• Ability to interpret customer data, return trends, and support case information
• Experience creating or improving troubleshooting guides, FAQs, or customer self-help content

Key Competencies:

• Attention to detail
• Process-oriented mindset
• Practical problem-solving
• Data analysis and reporting
• Collaboration with frontline and support teams
• Customer-focused decision-making