Call Center Agent

LG Electronics, Inc.; Farmers Branch (TX); On-site; USD 65,904,000 - 77,366,000; Full time

Benefits offered by this job

No-cost premiums for medical/dental/vi

401(k) with employer match

Paid time off

Short-term incentives

Mental health resources

Parental leave

Life and disability insurance

Job summary

LG Electronics, Inc. is seeking a Customer Solutions Specialist to resolve escalated B2B LG ACT issues and work with LG ACT, LG Electronics US, and LGEAI teams to implement lasting solutions.

You will handle onboarding, credit and shipping challenges, warranty matters, and continuous improvement efforts while maintaining strong communication with customers in English.

Qualifications

• 5+ years in direct customer-facing roles.
• 2+ years formal project management; PMP a plus.
• Experience with CRM systems and Microsoft Office.

Responsibilities

• Receives, documents, researches, and resolves escalated customer issues via phone and email.
• Adheres to departmental KPIs and helps identify trends for improvement.
• Onboards customers, sets up accounts, and familiarizes them with customer-facing portals.
• Coordinates resolution to account credit issues.
• Resolves supply chain issues like shipping changes, damage claims, and order discrepancies.
• Monitors customer credit status to prevent delays.
• Assists with warranty registration and warranty claim disputes.
• Assists with extended warranty filing issues.
• Addresses co-op account and CSF issues.
• Documents cases in LG ACT’s Partner Relationship Management system.
• Aims for rapid, thorough resolution to deliver top customer experiences.
• Participates in MDI and kaizen events for continuous improvement.
• Collaborates across LG ACT, LG Electronics US, and LGEAI.

Skills

Customer facing

Project management

Sales support

English communication

CRM software

Microsoft Office

Tools

Salesforce CRM

MS Office

Job description

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.Join us and become a part of a company that is shaping the future of technology.At LG, we strive to make Life Good for Everyone.

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.

$23 — $27 USD

Benefits Offered Full-Time Employees

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investmentoptions.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

Benefits Offered Temporary/Contractors

• Eligible for the relevant benefit programs offered through our partner agencies.

Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 or [e-mail]. This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.

All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.