Appliance Customer Care Specialist (Hybrid)

Miele USA; Princeton (NJ); Hybrid; USD 40,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401k with company match

Paid time off + holidays

Gym membership discount

Employee Purchase Program

Wellness programs

Volunteer programs

Job summary

Miele USA is seeking a Service Support Agent to deliver exceptional customer service across phone, email, chat, and social media. You will listen actively, resolve inquiries, provide product guidance, troubleshoot issues, and coordinate service solutions including technician scheduling.

Based in Princeton, NJ, this hybrid role requires a high school diploma, strong communication, and the ability to manage multiple inquiries with empathy.

Qualifications

• High school diploma or equivalent required.
• Strong customer service mindset with the ability to resolve inquiries.
• Excellent listening, verbal, and written communication skills.
• Calm, patient, and solution-oriented in high-volume situations.
• Strong problem-solving and decision-making abilities.
• Highly organized and detail-oriented; able to manage multiple priorities.
• Self-motivated and able to work independently or in a team.
• Strong computer and data-entry skills; comfortable with new software.
• Previous customer service or contact center experience preferred.
• Familiarity with home appliances is a plus.

Responsibilities

• Respond to inbound inquiries via phone, email, chat, and social media from Miele consumers and business partners.
• Actively listen to customer needs, showing empathy and professionalism while delivering timely solutions.
• Troubleshoot appliance concerns by guiding customers through care, use, and basic problem resolution using available tools.
• Assist customers with scheduling service appointments by identifying needs, checking technician availability, and ensuring a seamless booking experience.
• Take ownership of customer inquiries, ensuring issues are resolved efficiently and documented in customer accounts.
• Balance customer satisfaction with company policies, making thoughtful decisions that support the customer experience and Miele’s standards.
• Serve as a trusted resource by answering product, installation, and service-related questions for customers, sales teams, and partners.
• Collaborate with internal teams, service partners, and management to gather information and ensure timely resolution of customer needs.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Multitasking

Teamwork

Learning ability

Education

High School Diploma

Tools

Internal programs

Job description

Miele USA is seeking a Service Support Agent to deliver exceptional customer service across phone, email, chat, and social media. You will listen actively, resolve inquiries, provide product guidance, troubleshoot issues, and coordinate service solutions including technician scheduling.

Based in Princeton, NJ, this hybrid role requires a high school diploma, strong communication, and the ability to manage multiple inquiries with empathy.