Job Description

Job Duties & Responsibilities:

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.

• 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.
• Perform other duties and responsibilities as necessary.

Qualifications

Basic 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 (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.
• Working proficiency in French, Spanish, and/or Portuguese.

Additional Information

All your information will be kept confidential according to EEO guidelines.

No sponsorship available.

Work Environment:

This is not a dedicated work from home position and requires the employee to live in a commutable distance from our Londonderry, NH facility.

Significant use of computer and phone for daily work.