Customer Service Agent

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

The Service Support Agent delivers exceptional customer service to Miele consumers and business partners across multiple channels, including phone, e-mail, chat, and social media. This role focuses on creating positive customer experiences by actively listening, resolving inquiries, providing product guidance, troubleshooting issues, and coordinating service solutions such as scheduling technicians.

Your Responsibilities

• Provide outstanding customer service by responding to inbound calls, emails, chats, and social media inquiries from Miele consumers and business partners.
• Actively listen to customer needs, demonstrating empathy and professionalism while delivering accurate and timely solutions.
• Troubleshoot appliance concerns by guiding customers through care, use, and basic problem resolution using available tools and resources.
• 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 accurately in customer accounts.
• Balance customer satisfaction with company policies, making thoughtful decisions that support both 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.

What We Are Looking For

• High school degree or equivalent education is required.
• Strong customer service mindset with the ability to handle inquiries, resolve concerns, and deliver positive outcomes.
• Excellent listening, verbal, and written communication skills with the ability to convey information clearly and professionally.
• Ability to remain calm, patient, and solution-oriented in high volume or challenging situations.
• Strong problem-solving skills with the ability to evaluate situations and make sound decisions.
• Highly organized, detail-oriented, and able to manage multiple priorities effectively.
• Self-motivated with the ability to work independently and as part of a team.
• Strong computer, data entry and organizational skills.
• Ability to learn and become proficient with internal programs and new software.
• Previous customer service or contact center experience preferred.
• Familiarity with in-home service environments or consumer appliances is a plus.
• Basic understanding of domestic activities such as cooking, cleaning, and laundry is helpful.

Working Conditions

This position is based within a Miele Service office and requires the representative to work out of the office under the company hybrid policy. 40 hours per week Monday through Friday with occasional overtime during select times of the year. The salary range for this position is $40,000 to $45,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.

Benefits

• Comprehensive health, dental and vision insurance
• Wellness discounts on medical premiums
• 100% covered life and long-term disability insurance
• 401k with company match
• PTO + holidays
• Discounted gym membership
• Generous Employee Purchase Program
• Wellness and volunteer programs

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V