Customer Return Prevention Specialist

LG • Huntsville, AL

6d

About The Position

The Customer Return Prevention Specialist improves day-to-day customer service performance in a contact center supporting online purchases. The role focuses on reducing unnecessary product returns through accurate product and process guidance, effective troubleshooting, and clear communication with customers, service teams, and internal stakeholders. It requires strong product knowledge, familiarity with LG Electronics self-support tools such as ARGUS and ThinQ Proactive Customer Care (PCC), and the ability to identify and address the root causes of return requests before they result in a return.

The specialist reviews return data, customer feedback, and service cases to identify recurring issues and recommend preventive actions, knowledge improvements, and process enhancements. The role works with frontline agents, supervisors, contact center and service teams, sales, quality, and product teams to turn quality insights into measurable improvements. Success is measured by reducing unnecessary returns, resolving more customer issues before return initiation, improving use of self-support tools, increasing customer satisfaction, and identifying recurring product or process issues.

Requirements

• At least 3 years of experience in customer support, technical support, service operations, product support, or a related field.
• Strong in-depth knowledge of LG Electronics products, features, functions, and troubleshooting processes.
• Ability to analyze customer issues and determine an effective solution to prevent unnecessary returns.
• Excellent communication skills, including the ability to explain technical information simply and in a 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.
• Attention to detail.
• Process-oriented mindset.
• Practical problem-solving skills.
• Data analysis and reporting skills.
• Ability to collaborate with frontline and support teams.
• Customer-focused decision-making.

Nice To Haves

• Experience with quality monitoring and CRM platforms.
• Exposure to omnichannel environments, including voice, chat, and 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.

Responsibilities

• 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 product knowledge to diagnose customer issues, explain product features and normal operation, and guide customers through troubleshooting.
• Use and promote LG Electronics self-support tools, including ARGUS and PCC, to support issue resolution and reduce unnecessary service visits or returns.
• Communicate clearly with customers to address concerns, correct misunderstandings, and explain product usage, features, and expected performance.
• Provide guidance, coaching, and product information to internal teams to strengthen return prevention across customer-facing channels.
• Review return data, customer feedback, and service cases to identify recurring issues and recommend preventive actions, knowledge improvements, or process enhancements.
• Work with contact center, service, sales, quality, and product teams to share insights about return drivers and customer pain points.
• Identify recurring issues, process breakdowns, and friction points affecting customer experience or operational efficiency.
• Surface insights related to order accuracy, delivery coordination, installation scheduling, and post-purchase support.
• Ensure customer interactions comply with company policies, regulatory requirements, and consumer protection standards.
• Document quality findings and maintain accurate records for audits and continuous improvement.

Benefits

• No-cost employee premiums for eligible employees and dependents for medical, dental, vision, and prescription benefits.
• Company matching contributions to a 401(k) retirement savings plan, with immediate vesting and multiple investment options.
• Paid time off, including company holidays and a combined bank of paid sick and vacation time.
• Performance-based short-term incentives, varying by role.
• Confidential mental health resources for employees and their loved ones.
• Personal fitness goal incentives.
• Paid parental leave and family support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group-rate life and disability insurance.
• Temporary and contract workers may be eligible for relevant benefit programs offered through partner agencies.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed