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Huntsville, AL 35808
Location Huntsville, Alabama
Department (Org 2) CS CC Call Center – I40016
Job Requisition 21366
At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.
Talk about a mantra. Life’s Good with LG!
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 including 100% company paid premium medical, dental and vision benefits, an employer matching 401K, eleven paid holidays per year, and paid time off; Come join the team!
The role of Senior Executive Service Escalations Representative will focus on providing customer support, legal support, internal support and other operational support as needed for LG Electronics Al, Inc. This will include receiving and making telephone calls, providing written documents, and internal cases for customers in all product groups. Primary responsibilities include research of legal issues, submitting appropriate resolutions to the Legal Department, research of high risk cases as well as Public Relations Liaison. The Senior Representative will work with external sources such as our NJ Legal team, Good Housekeeping, Consumer Affairs, Top Management of LGEAI and LGEUS, etc. You will be responsible for personal daily activity in a call center environment. Ensures quotas for customer satisfaction, volume, and timeliness are met. Familiarity with a variety of the call center concepts, practices, and procedures will be a benefit to this role. Relies on experience and judgment to plan and accomplish goals. The ability to multi-task is a must.
+ Handle corporate escalations and consumer affairs concerns within LG Electronics Alabama Inc.
+ Gather documentation, evidence for review
+ Process settlement letters
+ Tender letters to ASC
+ Manage cost reduction and profitability
+ Generate and maintain proper electronic systems for records, correspondence, and materials.
+ Interface with external contacts including customers and/or vendors
+ Corporate Correspondence
+ Follow up to assure resolution of issues and achieve closure.
+ Full ownership of the case from beginning to end to ensure proper handling.
+ Analyze complaint/issue to identify cause and make recommendations for process change.
+ Other project as assigned.
Education/Experience (related experience)
+ Minimum of Associates Degree or 4 year work experience in Case Management
+ Excellent interpersonal skills required.
+ Detail oriented and strong administrative/ organizational background desired.
+ Ability to work in stressful situations, meet deadlines, coordinates multiple projects.
+ Leadership and team building skills.
+ People management and development skills.
+ Job requires being reliable, prompt, responsible, dependable with strong desire to fulfill obligations
+ Excellent Time Management Skills required
+ Strong problem solving skills
+ Proficient with personal computer, office equipment, software applications (Word, Excel, Outlook)
LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides 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. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.