Customer Specialist

Company Description

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.

Job Description

This position provides after sales support and repair services to Bosch’s corporate accounts and end users by addressing product repair requests and Service Repair Center inquiries while continuously supporting our commitment to customer satisfaction. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

•    Provide prompt and courteous service to Bosch customers by telephone, chat, and email.
•    Use strong communication skills to effectively listen, interpret, and respond to customer needs.
•    Provide accurate information to customers and about repair ticket status, billing information, repair procedures, and general Service Repair questions.
•    Make appropriate decisions regarding credits to accounts and sales order priority to ensure customer retention and satisfaction.  
•    Demonstrate a full understanding of SAP, C4C, and other online resources to respond to internal and external customer’s questions and order requests.
•    Demonstrate a full understanding of the Customer Portal website.
•    Accurately enter tickets into C4C to fulfill requests from account representatives.
•    Maintain spreadsheets and charts relating to each national chain, OE entity, or Distributor as required by customer agreements and performance metrics. 
•    Act as a support function for other Customer Specialist team members on processes, procedures, and requirements.  
•    Work effectively with Service Repair departments to assure customer satisfaction and departmental goals are met. 
•    Continually comply with updated process methods in Customer Specialist department.
•    Based on customer needs, make recommendations for changes to current processes in Service departments.

Qualifications

•    Associates Degree in related field or equivalent is required
•    Five years call center/office experience in customer service or direct contact with customers is required
•    General knowledge of repair and service processes
•    General knowledge of the products and their accessories
•    Effective verbal and written communication
•    General PC skills, including email, internet, Microsoft Word, and Excel
•    Keyboarding skills at 50 wpm typing and 6,000 cph data entry (Ability to accurately enter alpha numeric data)
•    Effective Time management and problem solving skills
•    Detail orientated and Individual decision making
•    Commitment to long term customer retention
•    Ability to effectively communicate complex information using a professional presence in all situations
•    Ability to handle conflict during customer interactions while maintaining tact and customer service skills when assisting the next customer
•    Ability to maintain a solid, credible customer relationship
•    Ability to function effectively independently and in a team environment
•    Ability to perform multiple tasks simultaneously

Additional Information

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

Comprehensive Benefit Offering – All benefits are effective DAY 1!

• Medical, Dental & Vision
• Life and Supplement Life
• Long and Short Term Disability
• Paid Time Off & Holidays
• 401K – with generous company match
• In addition to 401K, additional retirement benefit 100% company paid
• Annual bonuses
• Tuition Assistance
• Paid Volunteer Time
• Associate Discounts on Bosch products like home appliances, power-tools, thermal products like tank-less water heaters and more

The Bosch Group is a leading global supplier of technology and services. It employs roughly 402,600 associates worldwide (as of December 31, 2021). The company generated sales of 78.7 billion euros in 2021. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. As a leading IoT provider, Bosch offers innovative solutions for smart homes, Industry 4.0, and connected mobility. Bosch is pursuing a vision of mobility that is sustainable, safe, and exciting. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to facilitate connected living with products and solutions that either contain artificial intelligence (AI) or have been developed or manufactured with its help. Bosch improves quality of