Customer Service Specialist

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. We're investing in your success!