Customer Support Representative I Full Time

BSH is a globally recognized leader in the home appliance industry, renowned for its innovative and high-quality products under prestigious brands such as Bosch, Gaggenau, and Thermador. Committed to enhancing the lives of consumers through cutting-edge technology and superior craftsmanship, BSH emphasizes a customer-centric approach in all its operations. The company values its people and fosters a culture of continuous professional and personal growth, making it an ideal environment for individuals seeking to develop their careers in a dynamic and supportive setting. With a strong focus on sustainability, innovation, and excellence, BSH strives to deliver positive experiences to consumers worldwide and maintain its position as a trusted name in home appliances.

About The Role

The Customer Support Representative I at BSH plays a vital role in delivering exceptional customer service and support. This position involves acting as an advocate for customers, resolving complaints efficiently, and creating a positive impression of the company through professional interactions. The role requires handling incoming customer calls, providing product and service information, scheduling service appointments, and ordering replacement parts using BSH support systems. The representative is expected to establish rapport with customers, follow established communication protocols, and document all interactions accurately in the Customer Relationship Management system. This position offers an excellent opportunity for individuals with a passion for customer service, strong communication skills, and a desire to contribute to a reputable organization. The role is remote and full-time, requiring the candidate to reside within a 50-mile radius of New Bern, NC.

Qualifications

• High School Diploma or equivalent required
• 0-2 Years of Office Environment Experience (Preferred)
• 0-2 Years of Contact Center Experience (At least 1 year preferred)
• 0-2 Years of Customer Service-Related Experience (Required)
• Excellent Communication Skills
• Detail-Oriented and Accuracy-Focused
• Strong Organizational Skills
• Teamwork and Collaboration Abilities
• Analytical and Troubleshooting Skills
• Proficiency in Computer Applications including Microsoft Office (Outlook, Word, Chrome, Edge)
• Typing Speed of at Least 40 WPM (Accuracy Required)
• Experience with 10-Key is a Plus
• Bi-lingual Skills (Desired but Not Required)
• Flexibility to Work Holidays and Weekends
• Training in BSH Software and Information Networks Provided

Responsibilities

• Handle incoming customer calls promptly, aiming to answer a minimum of eight calls per hour with professionalism and courtesy.
• Utilize BSH software to schedule service calls and order replacement parts efficiently.
• Greet customers warmly, establish rapport, and maintain a professional and friendly tone during interactions.
• Provide accurate information regarding products, services, and troubleshooting assistance.
• Resolve customer complaints and issues with a focus on quality and customer satisfaction.
• Follow scripts, Q&A sheets, and communication guidelines to ensure consistency and quality.
• Document all customer interactions comprehensively within the Customer Relationship Management system.
• Apply coaching and feedback to continuously improve performance and service quality.
• Adhere to departmental performance goals, company policies, procedures, and BSH standards.
• Maintain punctuality, regular attendance, and professionalism at all times.
• Perform all other duties as assigned to support team objectives and company initiatives.

Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Life insurance, short-term and long-term disability benefits.
• Employee Assistance Program (EAP) for personal and professional support.
• Flexible Spending Accounts (FSA) for Healthcare and Dependent Care.
• Health Savings Account (HSA) participation starting from the first day of the month following hire.
• Wellness Program offering incentives and lower medical premiums.
• 401(k) Retirement Plan with a fully vested employer match on the first 4% of contributions and profit-sharing options.
• Paid time off including two weeks of vacation for new hires below Director level, increasing with tenure, and unlimited vacation for Directors and above.
• Paid holidays (12 days per year), paid sick leave, and personal leave.
• Adoption Reimbursement Program, employee perks, and purchase programs.
• Ongoing product training, uniforms, company-provided devices, and in some cases, a company vehicle.

Equal Opportunity

BSH is an equal opportunity employer and is committed to fostering an inclusive environment for all employees. We do not discriminate based on race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other protected class. We believe diversity and inclusion are fundamental to our success and encourage candidates from all backgrounds to apply. BSH participates in E-Verify and is dedicated to providing equal employment opportunities to all qualified individuals.