Customer Service Specialist

Robert Bosch LLC is one of the world's largest private industrial companies. At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Bosch Home Comfort is a leading source of high-quality heating, cooling and hot water systems. At Bosch Home Comfort we are committed to reinventing energy efficiency by offering smart products that work together as integrated systems and enhance quality of life in an ultra-efficient and environmentally friendly manner. 

Come Join us in Londonderry. NH and learn how we work #LikeABosch!

Job Duties & Responsibilities:

The Customer Service Specialist provides Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America (HCNA).  This role contributes to shaping next generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support.

• 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 Home Comfort products and services.  
• Adhere to program guidelines and processes for Call Quality and Order Accuracy.
• Perform other duties and responsibilities as necessary.

Basic 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 (Outlook, Word, Excel, PowerPoint)
• Experience using collaboration tools for remote work (Microsoft 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 a plus
• Experience with SAP a plus.
• Comfortable with change and leading from where you are.
• Working proficiency in French, Spanish, and/or Portuguese.

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

No sponsorship available. 

Work Environment:

This is not a dedicated work from home position and requires the employee to live in a commutable distance from our Londonderry, NH facility. 

Significant use of computer and phone for daily work.