Customer Support Rep I

BSH Home Appliances Corporation - North America; New Bern (NC); Hybrid; USD 26,000 - 35,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with match

Paid vacation and holidays

Wellness Plan

EAP

Job summary

BSH Home Appliances Corporation is seeking a Customer Support Representative I in New Bern, NC. You will handle customer calls, schedule service calls, and process replacement parts while maintaining professional, customer-focused service.

During the initial training period you will work on-site, then transition to a hybrid schedule alternating week on-site and off-site. Strong communication and multi-tasking skills are essential to succeed in this role.

Qualifications

• High-School Diploma required.
• 0-2 years in office environment preferred.
• 0-2 years in contact center preferred.
• 0-2 years in customer service required.
• Excellent communication, detail-oriented and team-oriented.
• Typing speed 40 WPM; 10-key a plus.

Responsibilities

• Answer incoming customer calls with a goal of eight calls per hour.
• Schedule service calls and order replacement parts using BSH software.
• Greet customers professionally and establish rapport.
• Provide one-call resolutions using BSH support systems.
• Follow scripts and documents for communications.
• Document all calls in the CRM system.
• Answer inquiries about products and services.
• Support continuous performance improvement through coaching.
• Maintain attendance, punctuality and professionalism.

Skills

Communication skills

Analytical skills

Time management

Typing 40 WPM

MS Office

BSH software

CRM system

Bi-lingual (desirable)

Education

High-School Diploma

Tools

BSH software

CRM system

Job description

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.

Position Details

New Bern, NC / Full-time

(10 hour x 4 day shifts vary between 9am-9pm, Sat-Tues)

Your Responsibilities

Customer Support Representative I act as an advocate for the customer, works toward customer complaint resolution with the utmost quality and professionalism, creates a positive impression of the company, and strives to be the benchmark of the industry.

First 6 weeks require working on-site during training. After that, hybrid work schedule alternates 1 week on-site and then 1 week off-site with direct team.

• 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.
• Greet customer calls, establish rapport with a professional and friendly tone within the established customer service standards.
• Utilize BSH support systems in order to provide one call resolutions for the customer.
• Follow all scripts, Q&A sheets and other necessary communication documents when issued.
• Document all calls and interactions from customers who own BSH appliances in Customer Relationship Management system.
• Provide customers with answers to inquiries regarding products and services.
• Apply personal coaching advice for continuous performance improvement.
• Complies to set departmental performance goals, company policies, procedures and BSH Standards.
• Maintain regular attendance, punctuality, and professionalism at all times.
• All of duties as assigned.

Your profile

• High-School Diploma - Required
• 0-2 Years of Experience (Office environment experience) - Preferred
• 0-2 Years of Experience (Contact Center Experience at least 1 year) - Preferred
• 0-2 Years of Experience (Customer Service-Related Experience) - Required
• Excellent communication skills, detail oriented, accuracy minded, organizational skills, and teamwork.
• Strong analytical and troubleshooting skills for evaluating complex customer complaints.
• Ability to handle multiple tasks and have good time management skills.
• Flexible regarding work schedule with the ability to work holidays and weekends.
• Proficient in the use of computers and various applications
• Microsoft Office applications - Outlook, Word, Chrome and Edge.
• BSH software and information networks - Training provided.
• Type a minimum of 40 WPM accurately via typing test. 10 key a plus.
• Bi-lingual desired but not required.

Pay range

$19.18 - $25.57

Incentive Plan

Annual Bonus

Incentive Target %

1%

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), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.
• Wellness Plan that allows participating employees to earn lower medical care premiums.
• 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.
• Two 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).
• Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.
• 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.