HVAC Tier I Customer Care Specialist

LG Electronics USA

13701 Hutton Drive (Show on map)
Dec 10, 2024
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 & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business 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. The Opportunity: The Customer Care Specialist responds to multi-channel inbound inquiries regarding LG Air Conditioning Technologies' (LG ACT) products and services via telephone, e-mail and live chat. The individual in this role works primarily in the Amazon Connect, ACD platform and LG ACT's Partner Relationship Management system (Salesforce) but will engage with other systems and LG teams as necessary to resolve customer issues quickly. The Customer Care Specialist takes a consultative approach to supporting customers to ensure that their inquiries are not only resolved, but that they are equipped with the information necessary to prevent the need for future calls on the same issue. ESSENTIAL JOB FUNCTIONS: Focuses on achieving industry-leading customer experiences by rapidly and thoroughly resolving customer issues. Responds to B2B customer inquiries regarding product and parts availability and shipping / delivery status. Coordinates activities with other internal departments to meet customer needs and escalates calls to higher tier support functions as required. Refers consumer how-to-buy and service-related inquiries to authorized dealers. Guides B2B customers through basic troubleshooting of electrical, control, and refrigeration circuit problems and escalates appropriate issues to higher tier technical support teams. Gather's relevant information from customers and thoroughly documents customer cases and activities in LG ACT's Partner Relationship Management / case management system. Provides equipment operation assistance to consumers, as necessary. Creates and updates customer contact and account records in LG ACT's Partner Relationship Management system. Assists B2B customers with gaining access to and navigating LG ACT's Learning Management System. Understands and adheres to departmental KPIs. Works with team management to identify trends for use in continuous improvement activities. Completes warm handoffs to Customer Solutions Group for complex B2B issues. Participates in continuous improvement activities including MDI and kaizen events. Other duties as assigned. JOB REQUIREMENTS: High school diploma plus 2 years of experience in a customer service contact center environment Experience in HVAC or other technical support roles is a plus HVAC technology certificate or diploma is a plus Demonstrated ability to type 40 words per minute Effective and diplomatic oral and written communicator in English. Spanish is a plus Exceptional organizational skills 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 a softphone in an ACD platform Experience working with Customer Relationship Management software. Salesforce experience is a plus Patient and calm demeanor with the ability to maintain objectivity and deescalate challenging situations Recruiting Range $43,000 - $57,000 USD Privacy Notice to California Applicants At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics. 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.