Team Lead, Case Management

Position Summary

The Team Lead, Case Management is responsible for overseeing and managing complex customer cases, ensuring adherence to company standards and processes. This role involves critical decision-making in the review and approval of repair coverage, replacement requests, return authorizations, and customer escalations. The Team Lead, Case Management plays a pivotal role in maintaining customer satisfaction by ensuring that all customer concerns are addressed efficiently and effectively.

Principal Responsibilities

Guidance on Complex Cases/Customer Escalations

• Provide expert guidance and decision-making support on complex cases that require in-depth analysis and resolution strategies;
• Act as a point of escalation for Case Managers and other team members;
• Perform quality evaluations on Email to CEO responses and participate in weekly calibration sessions;
• Handle customer escalations with professionalism and urgency, ensuring swift resolution and customer satisfaction;
• Analyze escalation trends and identify opportunities for process improvements;
• Manage the BBB mailbox to ensure that 24Hr response time is consistently met;

Review and Approve/Confirm/Reject Completed VoC’s, Repair Coverage, Monetary and Replacement Requests

• Evaluate and process repair coverage, monetary and replacement/prorate requests, ensuring all necessary steps and standard procedures are followed;
• Review confirm or reject VoC’s created by Tier 1 inside and outside HOOP’s;
• Ensure that resolutions address and alleviate customer pain points effectively;
• Review and approve/reject completed cases submitted by Case Managers;
• Ensure adherence to the agreed-upon resolution processes and expected steps throughout the case lifecycle;
• Validate that resolutions are in line with customer agreements;

Return Authorization Approvals

• Review and approve/reject End User Defective Returns, Dealer Credits, SWAPS, and prorate checks;
• Verify that all necessary data is accurately entered, and documentation is complete;
• Prepare and manage the documentation required for the Monthly Scraps Process;
• Complete necessary system actions and submit documentation for approval before established deadlines;

System Modifications

• Implement and manage system modifications as requested to support case resolutions and process improvements;
• Process and complete suffix change requests accurately and within the required timeframe.

Knowledge, Skills and Abilities

• Minimum of 5-7 years of experience in case management or a related field, with at least 3 years in a senior or supervisory role;
• Education: Bachelor’s degree, Customer Service, or a related field preferred;
• Strong analytical and decision-making abilities;
• Strong Customer Service Orientation;
• Excellent communication and interpersonal skills
• General understanding of cross-functional roles/processes within a Customer Service environment;
• Proficiency in case management systems and software;
• Ability to manage multiple tasks and deadlines in a fast-paced environment;
• Customer-focused mindset with a commitment to delivering high-quality service;
• Proficient with Microsoft Office;
• Ability to meet stringent deadline while managing shifting priorities;
• Ability to work independently and as part of a team;
• Strong attention to detail and organizational skills;
• Flexibility to adapt to changing processes and systems.

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:

• It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment.

Equal Opportunity Employer:
 

LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

LG Electronics Canada, Inc. thanks all candidates for their interest; however only those selected to continue in the process will be contacted.