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Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let’s grow together, enjoy more, and inspire each other. Work **\#LikeABosch**

+ **Reinvent yourself:** At Bosch, you will evolve.

+ **Discover new directions:** At Bosch, you will find your place.

+ **Balance your life:** At Bosch, your job matches your lifestyle.

+ **Celebrate success:** At Bosch, we celebrate you.

+ **Be yourself:** At Bosch, we value values.

+ **Shape tomorrow:** At Bosch, you change lives.

Job Description

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!