LG Electronics USA, Inc. Proactive Service Representative in Huntsville, Alabama

Proactive Service Representative

Location Huntsville, Alabama

Department (Org 2) Customer Care I40173

Job Requisition 22586


LG Electronics Alabama Inc. (LGEAI) - Service

Job Function:

Customer Service

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!

Position Summary

The Proactive Customer Care Representative will proactively engage with customers to share operating information and maintenance tips, as well as provide guidance and support when product performance issues are detected.

Key Responsibilities

  • Monitor real-time product performance to identify potential product failures.

  • Proactively contact customers within the appropriate timeframe to address the issue, either through troubleshooting or service.

  • Customer contact methods will include phone, e-mail, SMS.

  • Detailed and accurate probing and troubleshooting to determine proper course of action

  • Ensure all relevant details are provided to service technician, for proper diagnosis and repair, according to unit data. Provide repair guidance and part recommendations as needed.

  • Follow-up to assure timely resolution.

  • Monitor connected devices to target customers for three primary types of communications:

  • Welcome Letter with Installation Check

  • Monthly Customer Report

  • Preventive Alerts.

  • Identify opportunities and make recommendations to enhance services.

  • Other duties as assigned.

Education/Experience (related experience)

•High School Diploma or GED.

• Minimum 3 years customer service experience.

• Detail oriented with excellent interpersonal communication, problem solving, and organizational skills.

• Able to meet deadlines in a fast-paced environment.

• Proficient in Microsoft Office Suite; able to quickly learn new software applications.

• Hands-on experience with Smart Diagnosis and SmartThinQ App preferred.

• Appliance experience preferred

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.