Customer Return Prevention Specialist

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. 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. 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. Come join the team! The Opportunity: The Customer Return Prevention Specialist plays a direct role in improving day-to-day customer service performance within a contact center supporting online purchases. This position is responsible for reducing unnecessary product returns by providing accurate product & process guidance, effective troubleshooting support, and clear communication to customers, service teams, and internal stakeholders. This role requires strong product knowledge, a deep understanding of LGE’s self-support tools such as ARGUS and ThinQ Proactive Customer Care, and the ability to identify root causes of return requests and resolve issues before they result in product returns. The ideal candidate is detail-oriented, data-driven, and comfortable working closely with frontline agents, supervisors, and operational teams to turn quality insights into measurable improvements. Responsibilities: Drive Return Prevention Activities - Proactively identify opportunities to prevent product returns by analyzing customer concerns, return reasons, and product-related issues - Provide effective solutions that help customers resolve problems without initiating a return - Use in-depth product knowledge to diagnose customer issues, explain product features, clarify normal product operation, and guide customers through appropriate troubleshooting steps - Effectively use and promote LGE’s product self-support tools, including ARGUS and PCC, to support issue resolution, improve customer understanding, and reduce unnecessary service visits or returns - Communicate clearly with customers to address concerns, correct misunderstandings, and help them better understand product usage, features, and expected performance - Provide guidance, coaching, and product information to internal teams to strengthen return prevention capabilities across customer-facing channels. Customer Experience Insights - Review return data, customer feedback, and service cases to identify recurring issues and recommend preventive actions, knowledge improvements, or process enhancements - Work closely with contact center teams, service teams, sales, quality, and product teams to share insights related to frequent return drivers and customer pain points - Identify recurring issues, process breakdowns, and friction points that impact customer experience or operational efficiency Surface insights related to order accuracy, delivery coordination, installation scheduling, and post-purchase support Compliance & Standards - Ensure customer interactions comply with company policies, regulatory requirements, and consumer protection standards - Document quality findings and maintain accurate records to support audits and continuous improvement efforts Success Measures: - Reduction in unnecessary product return - Improved customer issue resolution rate before return initiation - Increased usage and effectiveness of ARGUS, PCC, and other self-support tool - Improved customer satisfaction through clear guidance and accurate troubleshooting. - Identification and escalation of recurring product or process issues impacting returns Education / Experience (Requirements): - 3+ years of experience in customer support, technical support, service operations, product support, or a related field - Strong in-depth knowledge of LGE products, features, functions, and troubleshooting processes - Ability to analyze customer issues and determine the most effective solution to prevent unnecessary returns - Excellent communication skills with the ability to explain technical information in a simple and customer-friendly manner - Strong collaboration skills and experience working with cross-functional teams - Ability to manage multiple cases, prioritize tasks, and follow through to resolution Preferred - Experience with quality monitoring and CRM platforms Exposure to omnichannel environments (voice, chat, email) - Experience in return reduction, customer retention, technical troubleshooting, or service quality improvement - Familiarity with product return processes, customer complaint handling, and service policy - Ability to interpret customer data, return trends, and support case information - Experience creating or improving troubleshooting guides, FAQs, or customer self-help content Key Competencies: - Attention to detail - Process-oriented mindset - Practical problem-solving - Data analysis and reporting - Collaboration with frontline and support teams - Customer-focused decision-making Recruiting Range $55,000—$60,000 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.