Location: Irvine, CA (On-site) *Please NO 3rd party agencies Company Overview LG Energy Solution Vertech, Inc. (LGES Vertech) is a full-service energy storage system supplier and integrator. Using our core strengths of expert service to our customers, unparalleled safety, and excellence in manufacturing, we bring standardized, fully integrated energy storage systems to a rapidly growing worldwide market. Our systems address our customers' needs to reduce capital equipment and installation costs while enhancing system level performance and reliability using automated monitoring systems and analytics across the battery, power conditioning and auxiliary systems. Our AEROS® energy operating system is the engine of innovation to provide advanced control functions allowing our customers to maximize the value of their energy storage assets. Our service capabilities include advanced monitoring and analytics, scheduled maintenance, augmentation, and auxiliary system upgrades. The combination of excellence in battery technology and production coupled with nearly two decades of energy storage integration makes LGES Vertech a leading supplier and integrator in the power and energy markets. LGES Vertech empowers and expects its team members to assume responsibility and make good decisions, while maintaining a team environment that fosters collaboration and innovation. For more information about LGESVT, please visit www.lgensol-vt.com. Position Overview The role of Customer Service Specialist will include supporting daily customer service activities for existing and future business in North America. The successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations (RMAs) in B2B and B2C environments. The individual must be able to identify clients' needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have adequate time management skills and good writing and communications skill. The role will be within a fast-paced, team-oriented, international business. Primary Responsibilities
- Provide the highest verbal and written phone support for B2B and B2C.
- Actively update CRM, ECS, and Excel documents while taking inbound/making outbound calls.
- Continually work with the development team on ECS improvements.
- Collaborate with colleagues on improvement in processes.
- Multi-tasking while taking calls.
- Accurate and timely RMA follow-up to daily inbound inquiries.
- Reviewing photos, detailed information, & confirming error code accuracy.
- Approve RMA and coordinate with internal team, partners, and contractors to fully satisfy customers.
- Escalate to the appropriate hierarchy to resolve an escalated call within 24-48 hours.
- Assuming accountability for both incoming and outgoing calls.
- Develop an understanding of the NA residential and C&I battery market, including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.
- Maintain an amenable demeanor with challenging and upset customer complaints.
- Work together as a team, providing timely and excellent customer service.
- Follow guidelines and escalate issues in a timely manner.
- Be a brand expert and knowledgeable about the product.
- Maintain amenable demeanor with challenging and upset customer complaints.
- Manage and support internal reporting requirements.
- Ensure customer service call KPIs are met.
- Follow the call SOP and scripts provided by the manager.
- Be a brand advocate by participating in product trainings.
- Be an avid troubleshooter to solve customer issue with the first call.
- Support Ad-hoc report and tasks required.
Key Knowledge, Skills and Abilities
- Ability to solve problem and adhere to business-critical deadlines.
- Dedicated and ethical approach to LGES standards
- Good communication skills; verbal, written, and presentation.
- Advanced in Microsoft Excel; experience in CRM tools (Microsoft Office 365, MS Teams, HubSpot) preferred.
Education and Experience
- 3+ years' work experience in customer service
- 3+ years' work experience in residential solar; or experience in battery products is a preferred.
Travel
- This position does not have any relevant travel requirements.