What are the responsibilities and job description for the Home Electronics Product Specialist position at LG Electronics USA Inc?
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, ten paid holidays per year, and paid time off; Come join the team!
Position Summary
The Call Center Home Electronics Product Specialist is responsible for developing and
delivering technical training, call handling guides, and performing call quality evaluation
of contact center employees who support a full range of mobile products. The successful candidate will work closely with management to ensure that methods and objectives are consistent with the defined service strategy and achieve objectively measureable improvements to customer satisfaction.
Key Responsibilities
• Conduct daily/weekly/monthly analysis on the performance of the technical
skills of call center employees pertaining to in-scope subject matter and create
detailed action plans to improve performance.
• Responsible for full scope training curriculum development to equip call center
employees to support home electronics products Develop corresponding resource
materials, web reference materials, process guides, and comprehension assessments.
• Responsible for listening to and evaluating customer service calls for the purpose of measuring service skills & policy adherence, collecting data to drive effective employee coaching and training, and determining methods for assessing the effectiveness of training that has been delivered.
• Deliver classroom, web, and telephone training.
Education/Experience (related experience)
• Bachelor's degree Required
• Minimum 2 years’ call center experience in developing and administering learning content.
• Minimum 2 years’ experience in the following software: (Excel, Word, PowerPoint) Learning Management Systems
• Travel: Up to 10%, 1 – 2 times per year, 2-4 weeks at a time, international travel.
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.
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