Customer Support Rep II

BSH Home Appliances Corporation – Top Employer US 2024

Tomorrow is our home.

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.

Customer Support Rep II

Remote, USA / Full-time

Your responsibilities

Customer Support Rep II acts as an advocate for the customer, resolves complaints with the utmost quality and professionalism, creates a positive impression of the company, and strives to be the benchmark of the industry.

·    Primary responsibility to answer incoming customer calls with the goal of answering a minimum of eight calls per hour.

·    Utilize BSH software to schedule service calls and order replacement parts.

·    Resolve difficult situations with customers while maintaining composure and a professional demeanor.

·    Strong verbal and written communication skills are critical to performance and success.

·    Goal is to provide one call resolutions utilizing BSH support systems extensively.

·    Follow all scripts, Q&A sheets and other necessary communication documents when issued.

·    Log all calls and interactions from customers who own BSH appliances in CRM file.

·    Provide customers with answers to inquiries regarding products and services.

·    Utilizes personal coaching advice in continuous performance improvement.

·    Secondary responsibility is to respond to incoming emails from BSH brand email inboxes with a goal of responding to a minimum of seven emails per hour

·    Must be able to effectively utilize BSH software and information networks to answer detailed product questions.

·    Strong knowledge of Microsoft Outlook.

·    Exceptional writing skills including proper sentence structure, spelling, punctuation, and grammar.

·    All other responsibilities as instructed by a Supervisor.

Your profile

·         Associate degree – Preferred

·         0-2 Years of Experience (Office environment experience) – Required

·         0-2 Years of Experience (Call center or customer support experience) – Required

·         Excellent communication skills – written and verbal.

·         Detail oriented, accuracy minded.

·         Strong analytical and troubleshooting skills.

·         Time management skills.

·         Strong organizational skills.

·         Strong team concept skills.

·         Proficient in the use of computers and various applications

·         Microsoft Windows 7.

·         Microsoft Office applications – Outlook, Word, Internet Explorer.

·         BSH software and information networks – Training will be required.

·         Type a minimum of 45 WPM. 10 key a plus.

·         Ability to work in a fast-paced professional office environment.

·         Strives to reach set department goals.

·         Time management, multi-tasking, and ability to switch responsibilities quickly.

·         Adhere to company processes, procedures, policies and standards.

·         As a team member, to contribute to the overall success of the team and company goals, maintain regular attendance, punctuality, focus, and professionalism at all times.

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

Benefits offered include the following:

• Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Adoption Benefits, HSA, FSA, and Dependent Care FSA starting on the first day of the calendar month following date of hire
• Eligible to participate in the 401(k) plan, which offers a fully vested 100% employer match on the first 4% of compensation contributed by employees
• Annual employer funded profit sharing dependent on company profitability
• Opportunities for employees to participate in a company sponsored Wellness plan and earn lower medical care premiums
• 2 weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.
• Unlimited paid vacation for all Director and above level positions.
• The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line)
• 40 hours of paid personal leave (Production Line)
• 12 days of paid holidays per year (max 8 hours paid per day)
• Employee, friends, and family discount program for company products. 
• BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.

Further information

Please visit career.bsh-group.com and learn about what makes BSH a Top Employer!

BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class.  By including everyone and ensuring equal opportunities, BSH unleashes its full potential - EOE / AA Employer.    

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.