Multiclient Client Group Response Specialist

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 position is responsible for answering incoming calls and providing excellent customer service to vehicle owners following program guidelines and call center standards such as but not limited to:

• Coordinate Emergency Response Support • Roadside Assistance • Stolen Vehicle Tracking • Remote Door Unlock/Lock

• Account Management

• Troubleshooting Skills

• Concierge Services

Essential Functions:

▪ Respond to incoming calls from customers and provide accurate answers and guidelines related to the Multi-Client Group programs.

▪ Respond to emergency calls from customers who experienced an automobile accident and coordinate the appropriate steps to engage the emergency response support system(s).

▪ Respond to customers who require roadside assistance or other remote services such as stolen vehicle tracking and remotely locking/unlocking doors.

▪ Develop customer relationships that contribute to business objectives and promote customer loyalty.

▪ Research and resolve customer questions and issues to ensure customer satisfaction and retention.

▪ Troubleshoot account related issues and submit incident tickets using a web based system to escalate customer issues as needed

Qualifications

Minimum of High School Diploma

▪ 0-2 years of experience working in a call center environment

▪ Excellent communication skills, both verbal and written

▪ 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

▪ Strong in leadership, empathy, communication, and team orientation

▪ Ability to be flexible and adaptable to support operational needs

▪ Bilingual highly desirable (English/Spanish-English/French)

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.