Bilingual Field Service Administrator

2 weeks ago

Toronto, Canada LG Electronics Canada Full time

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 and vehicle components to business innovations in digital signage, air conditioning and solar.

We are currently seeking a Bilingual Field Service Administrator to join our dynamic team on a 12-month contract.

PRIMARY RESPONSIBILIES
- Review warranty claims submitted by Authorized Service Centres (ASCs) for processing in a timely manner.
- Provide phone support to Authorized Service Centres (ASCs)/Call Centres for pending claims, warranty claim Submissions & corrections.
- Effectively communicate & liaise with Field Service Reps, Tech Support Reps, and Parts etc. to solve ASC’s issues with proper submission of warranty claims.
- Follow up on outstanding warranty submissions and concerns, authorizations & submission of appropriate paperwork.
- Process credit card payments via the Moneris system for customers under the OOW Flat Rate program & LG Extended Warranty Program.
- Process credit card refunds for customers.
- Monitor and process held claims daily for manual approval.
- Provide support for daily Claims Billing.
- Liaise with Accounting & Finance department regrading EFT process, payment follow up (i.e., expense reconciliation and refunds)
- Bring forward any concerns that the Authorized Service Centres may have with regards to their account/ claims/system to the appropriate person in charge for a quick resolution.
- Provide online training to Service Centers on Dispatch & Warranty Processes & Systems.
- Update & translate warranty training material on a regular basis.
- Provide back up support for pending Call Agent duties such as issuing Training Certificates, monitoring accepted/rejected/transferred/pending dispatches in the system and other reports.
- Strive to maintain acceptable Call Service Level & Call Quality.

KNOWLEDGE, SKILLS, AND ABILITIES
- Bilingual in English & French (oral and written)
- College Diploma, Bachelor’s Degree, or relevant experience
- 1-2 years’ experience in administrative duties
- Call Center Experience (preferred)
- Intermediate PowerPoint & Excel
- Knowledge of LG products and warranties
- Excellent communication and interpersonal skills required
- Accuracy & Thoroughness
- Flexibility & Adaptability
- Teamwork

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

**Conditions of Employment**:
**Equal Opportunity Employer**:

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