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EV Charger - Service Quality & Performance Assistant Manager

Fort Worth, TX

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 & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business 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.  

What we can offer:

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 Opportunity:

The EV Charger Service Quality & Performance Assistant Manager is responsible for monitoring and analyzing service performance metrics (KPIs), developing strategic plans to achieve and exceed established goals, and leading initiatives to enhance overall customer service operations. This role is pivotal in ensuring customer satisfaction, operational efficiency, and continuous improvement within the customer service function.

Responsibilities:

  • Service KPI Monitoring and Analysis:
    • Regularly review and analyze service KPIs required from customers, and internal KPI such as customer satisfaction, Net Promoter Score (NPS), first call resolution (FCR), average handling time (AHT), and service level agreements (SLAs).
    • Generate detailed performance reports to identify trends, gaps, and areas of improvement.
    • Provide actionable insights and recommendations based on data analysis.
  • Strategic Planning and Execution
    • Develop and implement strategic plans to meet or exceed service KPIs and business objectives.
    • Align strategic initiatives with company goals and customer expectations.
    • Collaborate with cross-functional teams to ensure seamless execution of strategies.
  • Process Improvement:
    • Identify inefficiencies in customer service processes and recommend improvements.
    • Implement process changes to enhance productivity and customer satisfaction.
    • Monitor the effectiveness of changes and refine strategies as needed.
  • Customer Feedback Management:
    • Gather and analyze customer feedback to address pain points and improve service delivery.
    • Develop strategies to proactively address common customer issues and prevent recurrence.
  • Stakeholder Communication:
    • Present performance reports and strategic plans to senior management.
    • Act as a liaison between the customer service team and other departments to ensure alignment.
  • Service Contract review and negotiation:
    • Review Service Level requirement of customer and negotiate SLA with customer.
    • Develop warranty terms and conditions.
  • Support RFP (Request for Proposal) and RFI (Request for Information)

Qualifications / Education / Experience:

  • Bachelor’s degree in business administration, management, or a related field
  • Advanced certifications in customer service or operations management are a plus
  • At least 3 years’ experience related to electronics/electrical service industry
  • Proven experience in customer service operations, KPI management, and strategic planning.
  • Leadership experience in managing teams or projects
  • Strong analytical and problem-solving skills
  • Proficient in using KPI tracking tools and reporting software
  • Excellent communication, leadership, and interpersonal skills
  • Ability to multitask and adapt to a dynamic work environment
  • Customer-centric mindset with a focus on quality and continuous improvement
  • Proficiency in CRM tools, customer support platforms, and data analysis tools (e.g., Excel, Tableau, Salesforce)

Work Environment:

  • Office based with occasional travel for team meetings or training sessions

 

Privacy Notice to California Applicants

At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide 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. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

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.

 

 

 

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