HVAC Tier I Customer Care Specialist

Overview

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.

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 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.

• Focus on achieving industry‑leading customer experiences by rapidly and thoroughly resolving customer issues.
• Respond to B2B customer inquiries regarding product and parts availability and shipping / delivery status.
• Coordinate activities with other internal departments to meet customer needs and escalates calls to higher tier support functions as required.
• Refer consumer how‑to‑buy and service‑related inquiries to authorized dealers.
• Guide B2B customers through basic troubleshooting of electrical, control, and refrigeration circuit problems and escalates appropriate issues to higher tier technical support teams.
• Gather relevant information from customers and thoroughly documents customer cases and activities in LG ACT’s Partner Relationship Management / case management system.
• Provide equipment operation assistance to consumers, as necessary.
• Create and updates customer contact and account records in LG ACT’s Partner Relationship Management system.
• Assist B2B customers with gaining access to and navigating LG ACT’s Learning Management System.
• Understand and adheres to departmental KPIs. Works with team management to identify trends for use in continuous improvement activities.
• Complete warm handoffs to Customer Solutions Group for complex B2B issues.
• Participate in continuous improvement activities including MDI and kaizen events.
• Manage other duties as assigned.

• High school diploma plus 2 years of experience in a customer service contact centre 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 organisational 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 demeanour with the ability to maintain objectivity and deescalate challenging situations.

$43,000—$50,000 USD

• 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 investment options.
• Generous Paid Time Off programme 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,…