The posting
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.
Position Summary
The Customer Solutions Specialist delivers timely, accurate, and professional support across customer inquiries, cases, orders, parts, warranty, returns, and related service needs. The role owns issues through resolution, maintains complete case documentation, and collaborates across teams to provide a consistent customer experience.
The specialist also develops and maintains accurate, customer-focused CSG processes, procedures, and FAQs that promote self-service, improve information accessibility, and reduce avoidable contacts. Approved AI tools may be used to support content development, standardization, and continuous improvement.
Key Responsibilities
Documentation, Accuracy, and Self-Service
- Develop and maintain accurate, customer-focused CSG processes, procedures, standard work, knowledge articles, and FAQs.
- Convert complex internal information into clear, consistent, and professional customer-facing content.
- Validate documentation with process owners and subject matter experts before publication or distribution.
- Organize content so customers and employees can quickly locate answers and complete common tasks through self-service.
- Review content routinely for accuracy, usability, duplication, and opportunities to reduce repeat contacts.
- Use approved AI tools to assist with drafting, editing, formatting, and content standardization while ensuring human review and final accuracy.
Customer Support and Case Ownership
- Respond to customer and partner inquiries through assigned channels with professionalism, accuracy, and urgency.
- Create, update, and manage cases from initial contact through resolution, including clear notes, actions, ownership, and next steps.
- Research order, parts, warranty, return, shipment, account, and process-related questions using approved systems and resources.
- Communicate realistic status updates and coordinate escalations when issues require cross-functional support.
- Identify customer impact, remove barriers where possible, and confirm resolution before closing the case.
Operational Excellence and Collaboration
- Follow established policies, procedures, service standards, and data handling requirements.
- Partner with Sales, Operations, Parts, Warranty, Logistics, Technical Support, and other teams to resolve issues and improve processes.
- Identify recurring contact drivers, documentation gaps, and process breakdowns; recommend practical corrective actions.
- Participate in training, calibration, team meetings, and continuous improvement activities.
- Support team service-level, quality, productivity, case-aging, and customer-experience objectives.
Required Qualifications
- High school diploma or equivalent; associate or bachelor's degree preferred.
- Experience in customer service, customer solutions, call center, order management, technical support, or related environment.
- Strong written and verbal communication skills with the ability to explain information clearly to internal and external audiences.
- Demonstrated attention to detail and the ability to maintain accurate records and documentation.
- Ability to prioritize multiple cases, meet deadlines, and work effectively across functions.
- Proficiency with Microsoft 365 applications and experience using CRM, case-management, knowledge-management, ERP, or similar business systems.
- Ability to learn about products, policies, processes, and systems quickly.
Preferred Qualifications
- Experience creating standard operating procedures, knowledge articles, FAQs, training materials, or customer-facing documentation.
- Experience with Salesforce or a comparable CRM and case-management platform.
- Experience supporting parts, warranty, orders, logistics, returns, distributors, contractors, or business-to-business customers.
- Familiarity with approved generative AI tools for business writing, knowledge development, or process improvement.
#LI-DB2
Recruiting Range
$25—$25 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 investment options.
- 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.
Privacy Notice to California Applicants
Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 or [email protected]. 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.
