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 :

Preferred Qualifications :

Additional Information