Customer Service Specialist

The Customer Service Specialist serves as a key advocate for Bosch Thermotechnology customers across North America delivering Tier 2 support that ensures a seamless positive and efficient experience. This role is central to enhancing our customer journey through personalized assistance proactive communication and modern support toolsincluding automation self-service and multi-channel live support.

Key Responsibilities

• Provide elevated customer support by using strong problem-solving and communication skills to quickly understand concerns resolve issues and reduce customer effort.
• Support Tier 1 agents by handling escalated questions about product and part selection pricing availability order status and any inquiries requiring deeper expertise.
• Oversee customer orders from entry to delivery ensuring accuracy clarity and timely communication throughout the process.
• Identify opportunities to improve the customer experience by suggesting process enhancements and sharing customer insights with leadership.
• Strengthen customer relationships by maintaining an advanced understanding of Bosch Thermotechnology products services and tools to deliver confident knowledgeable service.
• Uphold high service standards by following established guidelines for call quality communication clarity and order accuracy.
• Collaborate across teams to support sales opportunities improve customer satisfaction and ensure a unified service experience.
• Perform additional duties as needed to provide best-in-class customer service.

Qualifications :

• Minimum of 3 years in a customer support role such as contact center inside sales or account management.
• Strong computer skills including navigating multiple systems and screens at once.
• At least 3 years experience with Microsoft Office (Word Excel PowerPoint).
• Experience using remote communication tools (e.g. Skype Teams).
• High school diploma required; college degree preferred.

Preferred Qualifications

• Strong problem-solving critical-thinking and initiative-taking abilities.
• Self-driven and able to resolve issues with a positive customer-focused approach.
• Strong analytical skills with the ability to propose effective solutions.
• Demonstrated patience empathy and professionalism when interacting with customers.
• Positive attitude with a commitment to team and individual goals.
• Excellent verbal and written communication skills.
• Experience in HVAC or hydronic heating is a plus.
• Experience with SAP preferred.
• Comfortable working in a dynamic environment and contributing to continuous improvement.
• 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