BMW Subject Matter Expert - Roadside Assistance

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com. BMW Connected Drive: https://www.bmwusa.com/explore/connecteddrive.html 

Company benefit are eligible from Day 1 of employment, includes but not limited to the following:

• Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
• Time off: PTO, PAA (sick), paid company holidays
• Retirement: 401k and Roth IRA with company match
• Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
• Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
• Salary commensurate with market rates, Shift Differential Payment

Job Description

The BMW Roadside Assistance (RSA) Subject Matter Expert will be responsible for assuming Team Lead duties in the event a TL is not available, including offering floor support, providing feedback, using advanced troubleshooting and problem solving skills, or conducting team meetings. With the Program Knowledge Experts high level of existing program knowledge, s/he is expected to be the first level point of contact for escalations between customer and specialist before further escalating to a Team Lead.

• The candidate must be able to work from 8 pm to 5 am Sunday and Monday Off
• Knowledge of Dealer Speed, for checking Vehicle Identification Numbers
• Experience in BASE, a BMW Connected Drive Tool, to view vehicle/customer information
• Understanding of how service level is calculated on BMW RSA project and to support Steering Analysts  with scheduling or adherence to keep satisfactory Service Level
• Directly influence KPI for Help By Phone Target to reach goal of 20% of calls resolved over the phone

Qualifications

• Minimum of High School Diploma
• 2-4 years of experience working in a call center environment
• Excellent verbal and written communication skills for professional interactions over the phone and via email with BMW dealerships, customers, and the BMW RSA client
• Proficient in Microsoft Office and web based applications
• Knowledge of customer service
• Strong interpersonal skills
• Strong organizational skills and attention to detail
• Ability to work in a fast-paced environment with daily work processing deadlines
• Ability to work effectively without supervision
• Exhibit high level of professionalism in interactions with colleagues, TLs, OPMx, etc.

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

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

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.