Customer Service Representative
4 weeks ago
Job Summary:
The Customer Service Specialist provides Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America (HCNA).
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 Home Comfort products and services.
- Adhere to program guidelines and processes for Call Quality and Order Accuracy.
Requirements:
- 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 (Outlook, Word, Excel, PowerPoint).
- Experience using collaboration tools for remote work (Microsoft 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 a plus.
- Experience with SAP a plus.
- Comfortable with change and leading from where you are.
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