Customer Service Specialist

The Customer Service Specialist provides Tier 2 Customer Service to consumer and business customers for Bosch Thermotechnology in North America.  This role contributes to shaping next generation customer support through automation self-service artificial intelligence and multi-channel live agent support.

Key Responsibilities:

• Use expert problem solving and communication skills to identify customer experience pain points take care of immediate customer concerns and participate in initiatives for continuous improvement.
• Assist Tier 1 Customer Service with escalated requests for product/part selection order status price and availability and other inquiries as needed.
• Monitor and administer open orders from order entry (automated and manual) to receipt of shipment at customer address
• Support opportunities to drive profitability through process improvement and direct sales opportunities.
• Develop advanced knowledge of Bosch Thermotechnology products and services.
• Adhere to program guidelines and processes for Call Quality and Order Accuracy.
• Perform other duties and responsibilities as necessary.

Qualifications :

• Minimum 3 years in a contact center inside sales or account management customer support role.
• Computer skills including navigating multiple open tabs systems and processes
• 3 years of experience with Microsoft Office (Word Excel Powerpoint)
• Experience using collaboration tools for remote work (Skype Teams)
• High school diploma required college degree a plus.

Preferred Qualifications:

• Strong problem solving and critical thinking skills. Willingness to take initiative.
• Self-directed with the ability to problem solve in a positive productive manner
• Strong analytical skills with the ability to evaluate develop and deliver alternative courses of action
• Ability to exhibit patience and empathy and express assurance and confidence
• A positive attitude and mindset to achieve individual and team goals.
• Ability to communicate effectively both orally and in writing.
• Experience in HVAC/ Hydronic Heating Industry
• Experience with SAP a plus.
• Comfortable with change and leading from where you are.
• Working proficiency in French Spanish and/or Portuguese is a plus

Additional Information :

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable.

Equal Opportunity Employer including disability / veterans 

*Bosch adheres to Federal State and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date. 

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage a 401(k) with generous matching resources for financial planning and goal setting ample paid time off parental leave and comprehensive life and disability protection. Were investing in your success!

Remote Work :

No

Employment Type :

Full-time