Automated Content Specialist (Onsite)

At LG, innovation is the foundation of everything we do. We make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we 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.

We are currently seeking our newest innovator to join our dynamic team as a Customer Contact Center Automated Content Specialist on the Customer Service Team!

This is an onsite position.

POSITION DESCRIPTION:

The Customer Contact Center Automated Content Specialist is responsible for adapting product and process support content for application in automation services. He or she will work with other key stakeholders to analyze LG Chatbot survey and deflection data in order to develop improved content flows that best serve LG customers.

The successful candidate will work closely with management to ensure that methods and objectives are consistent with the defined service strategy and achieve objectively measurable improvements to customer satisfaction.

KEY RESPONSIBILITIES

• Conduct daily/weekly/monthly analysis on LG chatbot performance pertaining to in-scope subject matter and create detailed action plans to improve performance.
• Develop automation content updates and enhancements based on common customer scenarios with a focus on simplifying the interactive customer experience across multiple automation channels.
• Leverage existing product content and expertise to drive improved customer experience as measured by various customer satisfaction survey methods.
• Responsible for reviewing and evaluating multi-channel customer care interactions for the purpose of measuring service skills & policy adherence, collecting data to drive effective coaching and training, and determining methods for assessing the effectiveness of content that has been created.

EDUCATION/EXPERIENCE:

• Bachelor's degree in related field
• Minimum 2 years of contact center experience with preferred experience developing and administering learning content
• Minimum of Intermediate expertise with Microsoft Office Suite (particularly Excel and PowerPoint)
• Excellent written and verbal communication skills
• Excellent critical thinking skills with sound analytical approach to problem solving
• Minimum, but up to 10% annually

LG Electronics, USA Inc., LG Mobile Research USA LLC, LG Electronics, Alabama, inc., LGEVU 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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